Lead Managed Services Consultant

Sprinklr; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Sprinklr, a leading AI-native Unified-CXM platform, seeks a CCaaS delivery specialist in India to manage onboarding and optimize client configurations. You will work with enterprise clients on Sprinklr CCaaS Omnichannel, advising on deployments and success metrics.

You’ll lead managed services engagements, design solutions, train client users, and collaborate with Sales and Success teams to grow accounts. Strong English, cloud contact center experience, and excellent communication are essential.

Qualifications

• Business-level fluency in English.
• 2–4 years of experience in CCaaS delivery/deployment, contact centers or similar industry.
• Experience with enterprise software deployment management and/or implementation.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team.
• Passion for social media technology and customer experience.

Responsibilities

• Manage and optimize configuration of on-boarded Sprinklr clients for continued success with the platform.
• Work with customers on full functionality of Sprinklr CCaaS Omnichannel and Contact Center Intelligence platform.
• Lead Managed Services engagements for priority accounts from strategic, operational and delivery perspectives.
• Proactively document and deliver in-platform solutions to client use cases to realise value.
• Design and configure solutions to meet client expectations across use cases and functionality.
• Maintain platform relevance with ongoing changes and business needs.
• Ensure all client users are trained and up to date on platform use and best practices.
• Provide oversight on deployment enablement in line with architecture and client needs.
• Help Sales and Success teams with client health insights to win or grow business.
• Support Services Directors to ensure optimal client service related to platform performance.
• Maintain awareness of CCaaS industry for internal guidance.

Skills

English fluency

CCaaS delivery

Cloud contact center

Communication skills

Tools

Mitel

Avaya

Cisco

Amazon Connect

Genesys

Ameyo

Talkdesk

RingCentral

Job description

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 realise the value of Sprinklr's platform.
• Seek optimisation 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)

We focus on our mission

Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.
• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product

Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people

We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

EEO - Our philosophy

Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.