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