Implementation Consultant - Lead

Sprinklr Software Iberia, S.L.; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

Sprinklr Software Iberia, S.L. in Madrid seeks a dedicated professional to ensure optimal onboarding experiences for clients using Sprinklr's AI-native platform. This role involves configuring software for various brands, acting as the primary contact for clients, and providing recommendations based on best practices.

The ideal candidate will possess strong analytical skills, fluency in Spanish and English, and the capability to deploy Contact Center applications. Join a company that values equal opportunity and offers a collaborative work environment.

Formación

• Strong analytical and problem-solving skills.
• Excellent communication skills in Spanish and English.
• Ability to learn new technical skills rapidly.
• Experience in deploying Contact Center applications.

Responsabilidades

• Ensure customers receive optimal onboarding and value.
• Act as primary client contact for platform performance.
• Configure Sprinklr products based on client needs.
• Provide social insights to support client's business.
• Train client users on the Sprinklr platform.

Conocimientos

Analytical skills

Problem-solving skills

Customer handling skills

Communication skills in Spanish and English

Ability to work in a collaborative environment

Attention to detail

Herramientas

Salesforce Service Cloud

CTI systems

VoIP applications

Groovy

JavaScript

Descripción del empleo

Sprinklr is an AI‑native Unified Customer Experience Management platform that helps brands deliver unified, personalized experiences at scale.

What you will do

• Ensure Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use‑cases, industry, and best practices.
• Act as the day‑to‑day internal escalation point and primary client contact, ensuring optimal client service regarding platform performance, functionality, enhancements, and configuration.
• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality.
• Collaborate with the team to develop best practices on product configuration and continuously improve adoption.
• Provide social insights and recommendations to support clients’ business practices.
• Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and clients’ custom needs.
• Perform health checks of existing customers in need of platform upgrades and suggest solutions aligned with best practices and client needs.
• Ensure that all client users during onboarding are trained and educated properly on the platform and establish a relationship built on trust with client champions.
• Execute platform deployment in a way that anticipates future client needs or business requirements.
• Provide consulting advice to clients about the Sprinklr platform during different phases of project implementation.

What makes you qualified?

• Strong analytical and problem‑solving skills.
• Excellent communication skills in Spanish and English, both written and verbal.
• A drive to dig into the details of a system or process to solve customer problems.
• Desire and ability to rapidly learn a wide variety of new technical skills.
• Self‑motivated, takes initiative, 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 customers across various time zones.
• Spanish & English business proficiency mandatory.

Technical Skills

• Experience deploying Voice and Non‑Voice Contact Center applications like Gensys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, etc.
• Good knowledge of voice protocols: TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.
• Knowledge of CTI or Voice recording products.
• Experience on VOIP, Dialer, ACD, IVR, SBC, exposure to video conferencing, IM, voicemail, DID, carriers.
• Knowledge of UCaaS, CPaaS platforms, cloud, contact center integrations such as Microsoft Teams, Wireshark, etc.
• Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and customer portals for case management.
• Experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols and RTP packets.
• Experience in Groovy and JavaScript.
• Customer‑obsessed mindset to deliver value and ability to adapt and operate effectively in ambiguous or rapidly changing environments.
• Capable of working effectively under tight deadlines and juggling several assignments simultaneously.

We will not consider applicants who require visa sponsorship or work‑authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.

Sprinklr is a proud equal‑opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. Reasonable accommodations are available upon request during the interview process.