Managed Services Consultant

Sprinklr Cxaas Omnichannel And Contact Center Intelligence & Automation Platform Manager

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

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. Sprinklr's unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

What will you do:

• Manage and optimize configuration of on-boarded Sprinklr clients, to ensure their continued success with the Sprinklr platform.
• Work directly with customers around the full functionality of the Sprinklr CCaaS Omnichannel and Contact Center Intelligence & Automation platform.
• Lead Managed Services engagements for priority accounts from a strategic, operational and delivery perspective.
• Proactively identify, document and deliver in-platform solutions to new and existing client use cases, so customers can realize the value of Sprinklr's platform.
• Seek optimization opportunities; designing and configuring the appropriate solution, so that client expectations regarding platform use cases and functionality are fulfilled.
• Maintain platform relevance according to on-going changes and business needs.
• Ensure that all client users are trained, educated, and up to date on platform use, best practices, and functionality.
• Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.
• Ensure that every client derives the most value possible from the Sprinklr platform.
• Assist the Sales and Success Teams in providing insight to client health, and working to win new business and/or grow existing accounts.
• Support our Services Directors to ensure optimal client service as it relates to platform performance, functionality, enhancements, and configuration.
• Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.

What makes you qualified?

• Business-level fluency in English essential.
• 2/4 years of experience in CCaaS delivery/deployment, Contact Centers or similar industry.
• Cloud Contact Center experience with platforms such as Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk, Ring Central etc.
• In depth hands on experience in any of the contact center channels, Inbound, outbound, workforce management, Digital Channels/Omni Channels and contact center automation.
• Experience in Enterprise Software deployment management and/or implementation.
• Excellent written and verbal communication skills.
• Strong technical background with advanced computer skills.
• Ability to work independently and as a member of a team.
• Demonstrate experience and a passion for the social media technology universe.
• Extremely strong communication and presentation skills.
• Ability to work effectively under tight deadlines and juggle several assignments simultaneously.
• Fluency in social media platforms and direct experience in working with or for social media management software is preferred.
• Passion for solving client challenges and commitment to client delight.

Nice to have:

• Experience implementing or system administrating Service-related SaaS and/or CCaaS platforms
• Experience using the Sprinklr platform (or one of our CXM competitors)