I&P - GN - SONG - Service - Sprinklr – Senior Manager

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Accenture is seeking a Sprinklr professional within the I&P Global Network Song practice to design, build, and implement customer service transformation initiatives. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, CCaaS transformation, and business-value realization.

You will collaborate with clients to develop business cases, promote CXM solutions, and build strategic relationships across the Sprinklr ecosystem, including integration with CRM like

Qualifications

• Experience in Customer Service operations, contact center channel assessment and business-case development.
• Experience implementing omnichannel self-service, IVR, and omnichannel orchestration routing using Sprinklr Unified CXM.
• Hands-on experience solutioning voice and non-voice applications using Sprinklr Service solutions.
• Knowledge of integrations between Sprinklr and CRM solutions such as Salesforce and Adobe.

Responsibilities

• Understand market and customer challenges and create business cases and strategic transformation roadmaps based on market trends.
• Promote and deliver Sprinklr Unified CXM solutions through product demonstrations, partner training support, pricing strategies, documentation, and client engagement.
• Build strategic relationships across the Sprinklr ecosystem and support partner activities.
• Develop requirements based on leadership input, including performance reporting, problem solving, and conflict management.
• Act as a Sprinklr Unified CXM subject matter expert across the CCaaS transformation delivery lifecycle. Support client RFPs through presentations, technical workshops, proposal inputs, and proofs of concept

Skills

Customer service operations

Omnichannel self-service

IVR implementation

Omnichannel orchestration routing

Sprinklr Unified CXM knowledge

CRM integrations (Salesforce, Adobe)

Tools

Sprinklr Unified CXM

Sprinklr Service

Salesforce

Adobe

Job description

Job Summary

As a Sprinklr professional within the I&P Global Network Song practice, you will work with clients to design, build, and implement customer service transformation initiatives. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, CCaaS transformation, and business-value realization.

Roles & Responsibilities

• Understand market and customer challenges and create business cases and strategic transformation roadmaps based on market trends.
• Promote and deliver Sprinklr Unified CXM solutions through product demonstrations, partner training support, pricing strategies, documentation, and client engagement.
• Build strategic relationships across the Sprinklr ecosystem and support partner activities.
• Develop requirements based on leadership input, including performance reporting, problem solving, and conflict management.
• Act as a Sprinklr Unified CXM subject matter expert across the CCaaS transformation delivery lifecycle. Support client RFPs through presentations, technical workshops, proposal inputs, and proofs of concept

Professional & Technical Skills

• Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.
• Experience implementing omnichannel self-service, IVR, and omnichannel orchestration routing using Sprinklr Unified CXM.
• Hands-on experience solutioning voice and non-voice applications using Sprinklr Service solutions.
• Knowledge of integrations between Sprinklr and CRM solutions such as Salesforce and Adobe.
• Experience with IP telephony, intelligent routing, workflow automation, self-service, workforce optimization, outbound engagement, social engagement, digital channels, unified communications, and analytics.
• Experience using Sprinklr products to automate customer service processes and improve interaction service, agent experience, and reporting.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

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