other
Posted May 5Senior Implementation Consultant, CCAAS
at Sprinklr
India Karnataka Bangalore, IndiaOn-site
Responsibilities
- Define implementation strategy and solution architecture aligned with customer goals, industry standards, and best practices.
- Mentor and guide junior consultants, promoting excellence in configuration, client communication, and delivery methodologies.
- Own customer engagements as the primary senior point of contact, driving platform adoption, customer satisfaction, and solution alignment.
- Conduct advanced health checks and audits for key customers; design remediation and enhancement plans to improve platform performance and adoption.
- Lead client discovery workshops, requirement gathering sessions, and strategic planning for roadmap alignment and value realization.
- Drive stakeholder alignment across product, engineering, and customer success teams to ensure seamless implementation and post-go-live support.
- Deliver expert-level consultation on Sprinklr capabilities, integrations, and CCaaS best practices.
- Establish trusted advisor relationships with customer champions and executive stakeholders.
- 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.
- experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center , RingCentral, or similar platforms.
- Deep understanding of voice technologies, protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), and contact center infrastructure (ACD, IVR, CTI, Dialer , SBC).
- Proficiency in platform configuration, system architecture, API integrations, and VoIP troubleshooting tools (e.g., Wireshark).
- Experience integrating with CRMs like Salesforce Service Cloud and other customer engagement platforms. Development
- experience with Groovy, JavaScript, and/or scripting for integrations is a plus.
- Ability to manage multiple complex projects in a fast-paced, dynamic environment.
- Business proficiency in English is mandatory.
- 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 3+ 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.
- Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that preempt issues and maximize client ROI.
- We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers.
- Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
- We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase.
- That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer.
- Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.
- We invest in our people : We offer a comprehensive suite of
- benefits designed to help each member of our team thrive.
- Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it.