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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.