other
Posted 3 days agoManaged Services Consultant - Specialist
at Sprinklr
India Haryana Gurgaon, IndiaOn-site
Responsibilities
- Govern and evolve core configuration architecture , ensuring alignment to enterprise design standards, supportability, and long-term scalability.
- Architect enterprise-grade solutions across omnichannel engagement, voice/contact center workflows, automation, AI, routing, IVR, and case orchestration .
- Design and optimize advanced routing strategies including multi-skill routing, real-time prioritization, queue balancing, and cross-channel work orchestration.
- Establish scalable bot, automation, and AI strategies , including conversational design, NLP optimization, deflection programs, and bot-to-agent transitions.
- Drive platform adoption and value realization strategies across business units, ensuring consistent and effective platform usage at scale.
- Define and influence customer contact center operational metrics such as SLA performance, containment, cost-to-serve, CSAT, productivity, and customer experience outcomes.
- Identify and lead transformation opportunities using AI, automation, workflow redesign, and service optimization to improve ROI and operational maturity.
- Architect and oversee complex API, CRM, telephony, and enterprise system integrations to support end-to-end service ecosystems.
- Lead training, onboarding, and enablement strategies for large agent populations, admin teams, and operational stakeholders to ensure adoption of best practices and standardized operating models.
- Mentor Lead and Senior consultants, establish delivery standards, and drive reusable best practices across managed services engagements.
- Collaborate with Product and Engineering to influence platform enhancements, innovation priorities, and solution evolution .
- Create a culture of customer obsession, with trust, teamwork, and accountability.
Requirements
- Sprinklr is the definitive, AI-native platform for Unified Customer
- By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions.
- What Makes You Qualified? Must Have
- experience in managed services, CCaaS , solution consulting, or customer service technology transformation .
- Deep expertise in Sprinklr CCaaS , including digital, voice, omnichannel, automation, and AI capabilities. Strong
- experience with contact center architecture, IVR, routing strategies, automation frameworks, case orchestration, and service governance .
- Strong understanding of telephony and cloud contact center technologies , including VoIP, SIP, CTI, and ACD.
- Experience leading API, CRM, telephony, and enterprise workflow integrations .
- Proven ability to translate business challenges into scalable technical solutions and transformation roadmaps.
- Experience leading enterprise transformation programs across customer
- experience and contact center environments. Advanced exposure to AI-led service transformation, automation strategy, and digital deflection models .
- Experience with social and digital engagement ecosystems is a plus.
- CCaaS certifications such as Genesys, Cisco, or Avaya preferred.
- Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights.
- Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM.
Experience
- Qualifications 8+ years of
Benefits
- Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve.
- We offer you and your family voluntary healthcare coverage in countries where applicable.
- We believe it is important to take time off – it is essential for your mental and physical wellbeing.
- We provide Sprinklrites with paid time off to recharge and spend time with loved ones.
Additional details
- Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
- Job Description Role Summary Lead strategic managed services engagements for enterprise and high-impact Sprinklr CCaaS customers, driving architecture, transformation, and long-term value realization.
- Act as a trusted advisor to senior stakeholders and shape scalable, future-ready customer service solutions across digital and voice ecosystems.
- Partner with Sales, Customer Success, and leadership teams to drive strategic growth, new business opportunities, expansion, and platform value discussions.
- Act as a trusted advisor to executive stakeholders , shaping platform strategy, CX transformation, and future-state operating models.
- Who You Are Strategic, consultative, and technically deep.
- A trusted advisor who can influence senior stakeholders and customer strategy.
- Strong at connecting platform capabilities to business outcomes and transformation goals.
- A mentor and thought leader who raises delivery standards across teams.
- What Success Looks Like Strong growth in platform adoption, retention, and expansion across strategic accounts.