other
Posted 1 weeks agoLead Managed Services Consultant
at Sprinklr
India Haryana Gurgaon, IndiaOn-site
Responsibilities
- Own and manage end-to-end configurations across omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation.
- Manage and maintain core configuration architecture , ensuring alignment with customer blueprints, supportability, and scalability standards.
- Configure and optimize advanced routing models including skills-based routing, priority logic, queue segmentation, and escalation workflows.
- Design and enhance IVR flows, voice queue logic, call routing paths, and contact center workflow automation .
- Build and optimize bot workflows, conversational AI journeys, and automation frameworks to improve containment, productivity, and customer experience.
- Drive platform adoption by aligning features to customer use cases, usage patterns, and operational objectives .
- Monitor and improve customer contact center operational metrics such as SLA adherence, AHT, queue performance, response times, productivity, and CSAT.
- Identify platform gaps and optimization opportunities and implement best practice solutioning to improve efficiency and service outcomes.
- Manage post go-live changes, releases, configuration updates, and continuous platform improvements across the customer lifecycle.
- Support and guide API, CRM, telephony, and third-party system integrations to enable connected workflows and unified service operations.
- Lead training and onboarding sessions for agents, admins, and customer teams to drive adoption of workflows, tools, and operating practices.
- 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 into best-practice CCaaS solutions aligned to Sprinklr capabilities and defined solution blueprints.
- Leverage AI and automation opportunities to improve ROI, efficiency, and service performance.
- What Makes You Qualified? Must Have
- experience in managed services, CCaaS , or technology consulting . Strong hands-on
- experience with Sprinklr CCaaS or similar platforms such as Genesys, Cisco Webex Contact Center , Twilio Flex, or comparable solutions.
- Strong knowledge of IVR, routing strategies, queue management, chatbot workflows, case management, and SLA configurations .
- Experience designing and supporting omnichannel customer journeys across digital and voice channels. Understanding of telephony concepts such as VoIP, SIP, CTI, and ACD.
- Experience with API, CRM, and third-party integrations . Hands-on
- experience in system configuration, troubleshooting, and performance optimization .
- Strong communication and stakeholder management skills with the ability to translate business needs into platform solutions.
- Good to Have Skills Exposure to AI-driven support models, automation use cases, and digital deflection strategies .
- Experience with social and digital engagement platforms .
- Strong analytical and problem-solving mindset with understanding of customer service KPIs.
- 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 5+ 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 managed services delivery for Sprinklr CCaaS customers, driving platform configuration, optimization, and adoption across digital and voice ecosystems.
- Act as a hands-on solution lead ensuring scalable design, strong customer outcomes, and continuous value realization.
- Partner with Sales and Customer Success teams to identify new opportunities, drive platform consumption, and support upsell/cross-sell discussions.
- Act as the primary technical and functional point of contact, advising stakeholders on solution design, adoption strategy, and operational improvements .
- Who You Are A strong technical consultant with an ownership mindset.
- Able to independently manage customer outcomes and multiple engagements.
- Skilled at balancing hands-on delivery with stakeholder engagement and solution guidance.
- Customer-focused, solution-oriented, and driven by continuous improvement.
- What Success Looks Like High platform adoption and improved operational performance across customer accounts.