Role: Contact Center Engagement Lead
Experience: 10+ Years
Education: Graduate - B.Tech/B.E. - Computers, Electronics/Telecommunication;
PG - M.Sc. – Computers, M.Tech - Any Specialization, MCA - Computers
Location: Pune.

Role Summary:

We are seeking a Contact Center Engagement Lead to drive the success of complex

Salesforce and Vonage Contact Center implementations. This role blends strategic client

leadership, technical understanding of SCV and Intelligent Workspace, and a consultative

approach to ensure high-quality delivery and client satisfaction.

You will act as the key liaison between business stakeholders, Salesforce/Vonage solution

teams, and delivery partners—ensuring alignment across architecture, integration, and

customer experience outcomes.

The ideal candidate has a robust background in Salesforce contact center technologies,

understands telephony and CRM integrations, and can guide both clients and internal teams

toward successful and scalable contact center solutions.

Key Responsibilities:

Client & Engagement Leadership




- Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects.
- Serve as the primary client contact for contact center transformation initiatives.
- Build trusted relationships with stakeholders across operations, IT, and executive teams.
- Facilitate roadmap, MVP, and release planning focused on customer experience improvement.
- Anticipate and manage project risks, scope changes, and dependencies across integrations.
- Ensure engagements are delivered on time, within budget, and aligned with client expectations.

Solution Strategy & Delivery Oversight
- Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures.
- Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features.
- Guide decision-making on integration with Intelligent Workspace, ensuring agents have unified access to context and tools.

📌 Contact Center Engagement Lead (Pune)
🏢 SPAR Solutions
📍 Pune