Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled.
Own & deliver the end-to-end configuration of solution based on the customer
Analyse and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell.
Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders.
Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions.
Identify opportunities for customer references and case studies.
Maintain platform relevancy according to changes in business needs.
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.
requirements to generate an end-to-end solution to their business challenges. Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits and value propositions.
requirements You will handle the post go-live change management of configuration throughout the customer life cycle Be the hands-on product expert and ensure customer’s business goals are met Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators.
Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI.
Who You Are & What Makes You Qualified Must Have
experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
Experience with cloud communication platforms, AI-driven customer support solutions, Chatbots and integrating CCaaS with third-party applications.
Familiarity with CCaaS platforms like Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
Understanding of cloud architecture, VoIP, SIP, and telephony. Hands-on
experience with system configuration, troubleshooting, and performance optimization.
Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
Proven ability to understand business challenges and provide actionable recommendations.
Ability to manage multiple client engagements and deliver high-quality service.
experience in working with a social media management software is preferred. Strong product acumen & evangelization
experience with the aptitude to learn new products.
Leading CCaaS Certifications like Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC are preferred (not mandatory) Who you are You are a technology consultant who has the: Ability to think independently and learn as a member of a team.
Ability to identify and clearly articulate issues clients are facing and capability of devising & implementing their solutions.
Ability to work in a highly challenging & competitive environment while delivering high quality of customer service.
Ability to work effectively under tight deadlines and juggle several assignments & projects simultaneously, while maintaining high standard of excellence.
Ability to operate in an autonomous way, engage with stakeholders across the globe and lead customers through change management.
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.
For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
Our vision is to be the world’s most loved enterprise software company, ever.
Contact
Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
Additional details
Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
Responsibilities Ensure that every customer derives the most value possible from the platform leading to retention and business expansion. Identify, comprehend and clearly articulate customers'
Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.
Actively make sure you are knowledgeable on native channel’s products package.
Work with clients to improve the social service itself and its alignment with the client's core business.
Provide on-going training support and ad hoc training sessions to always keep customers educated on Sprinklr’s know-hows.
requirements into on platform solutions Good to Have Skills: Demonstrated
Excellent written and verbal communication skills.
Multilingual skills (French, German, Spanish, Japanese or others) would be a plus.
Analytical mind-set with attention to detail along with excellent problem-solving and critical-thinking skills.