Senior Managed Services Consultant CCaaS

In this role, you will be the main consultant for 1 Enterprise client while working onsite with their respective BPOs.

What will you do: 

Managed Services is responsible for driving the engagement of Sprinklr customers from a strategic, operational and delivery perspective.  You will work with one of the largest MNCs as their main point of contact. These responsibilities include the following:   

• Hands-on-keyboard configuration to help customers achieve positive business outcomes using the Sprinklr platform. 

• Work directly with customers around the full functionality of Sprinklr CCaaS Omnichannel and Contact Center Intelligence & Automation Platform 

• Proactively identify, document, and deliver in-platform solutions and optimizations aligned with customer use cases to maximize value realization of the Sprinklr platform. 

• Maintain an intimate understanding of the customer’s business to drive relevant, strategic and forward-thinking platform recommendations. 

• Maintain platform relevance in alignment with ongoing shifts in industry and business needs. 

• Maintain the role of platform subject matter expert for both the customer and for internal account team partners. 

• Ensure that all customer end-users are trained, educated, and up to date on platform use, best practices, and functionality. 

• Provide oversight of any additional enablement of the software deployment in alignment with current architecture and future customer needs or business requirements. 

• Collaborate across internal account teams across Sales, Success, Product and Engineering with the shared goal of maintaining customer health, work to win new business and/or grow existing accounts.  

• Perform regular platform audits and identify opportunities for increased platform adoption and consumption, thus improving platform stickiness. 

• Deliver maximum value realisation of Managed Services to drive retention and growth. 

Who You Are & What Makes You Qualified: 

• Experience in Enterprise Software consulting and/or technical configuration. 

• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills   

• Strong stakeholder management experience, including at the executive level   

• Cloud contact center experience with platforms such as Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk, Ring Central etc. 

• Experience with Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Workflow Automation, Self Service, Conversational AI, Workforce Optimization, Outbound Engagement, Social Media Engagement, Digital (DX), Unified communications (UC) and Analytics. 

• Experience working on social media management software, customer engagement SAAS, CCaaS platforms is preferred. 

• 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 customer challenges and commitment to customer delight. 

• Advanced skills in Microsoft Office (Excel & PowerPoint)