Implementation Consultant (CCaaS)

SPRINKLR SUMMARY  
 

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.   

Learn more about our culture and how we make our employees happier through The Sprinklr Way.   

WHAT DOES SUCCESS LOOK LIKE 
 

The Product Implementation Consultant ensures Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use-case, industry, and best practices. The consultant also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence. 

Experience Required: 4+ years' experience in CCaaS Implementations 

Education Qualifications: B.Tech/ B.E Graduation 

WHAT YOU’LL DO  

As an Implementation Consultant, you will:  

• Lead & deliver end-to-end implementation of Sprinklr's CCaaS solutions for enterprise clients, ensuring scalability, performance, and long-term value. 

• Serve as the technical voice of the customer and advocate for your clients’ needs when escalating product issues.   

• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality.  

• Constant learning and collaborating with the team to develop best practices on product configuration.  

• Work as a team to understand product adoption by various brands and establish a standard practice to improve adoption.  

• Expertise in business analysis, functional specification, system design, platform configuration, testing and training while assisting in operational housekeeping. This includes:  

• Provide social insights and recommendations to support clients’ business practices.  

• Design and configure the appropriate Sprinklr solution to meet all requirements based on the best practices and client’s custom needs, adhering to primary business use cases and platform functionality.   

• Perform health checks of existing customers in need of platforms upgrades and suggest solutions based on best partners and client needs.   

• Ensure that all client users during customer onboarding are trained and educated properly on the platform and establish a relationship built on trust with client champions.   

• Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements that may occur.   

• Provide consulting advise to clients about Sprinklr platforms during different phases of projects.  

WHAT MAKES YOU QUALIFIED?  
 

• 3+ years of 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 MUST. 

• Familiarity with Generative AI and Large Language Model (LLM) concepts 

• Strong understanding of API integrations and using APIs in workflows 

• Strong analytical and problem-solving skills  

• Excellent communication skills – both written and verbal   

• A drive to dig into the details of the system or process to solve customer problems.   

• Desire and ability to rapidly learn a wide variety of new technical skills.  

• Self-motivated, takes initiatives, and assumes ownership.  

• Ability to work in a highly collaborative and fast-paced environment.   

• Enthusiastic professional with a focus on customer success.  

• Excellent listening skills to fully understand the customer value requirements.  

• Passion for solving client challenges and commitment to client delight  

• Strong customer handling skills and willingness to serve customer across various time zones.