Lead - Managed Services Consultant

Sprinklr India Private Limited; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Comprehensive health coverage

Paid time off

Mentoring program

Well-being programs

Job summary

Sprinklr India Private Limited is seeking a highly skilled professional to maximize customer value from their platform. Ideal candidates should have 8+ years of experience in managed services or technology consulting, specifically within the CCaaS or cloud contact center industry.

Key responsibilities include understanding customer needs and configuring solutions to enhance business outcomes. The role emphasizes excellent communication skills and a deep understanding of CCaaS technologies.

Qualifications

• 8+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
• Strong knowledge of CCaaS technologies including IVR, call routing, and AI integrations.
• Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.

Responsibilities

• Ensure customers derive maximum value from the platform.
• Develop a deep understanding of customer needs related to Sprinklr use cases.
• Own and deliver end-to-end configuration of solutions based on customer requirements.

Skills

Managed services or technology consulting

CCaaS technologies

Cloud communication platforms

System configuration and troubleshooting

Excellent communication skills

Tools

Genesys

Cisco Webex Contact Center

Twilio Flex

Job description

Responsibilities

• Ensure customers derive maximum value from the platform, driving retention and business expansion.
• Identify, comprehend, and clearly articulate customers’ requirements to generate end‑to‑end solutions for their business challenges.
• Develop a deep understanding of customer needs and tie them to specific Sprinklr use cases, product features, benefits, and value propositions.
• Identify platform gaps and optimization opportunities, designing and configuring appropriate solutions to meet client expectations regarding use‑cases and functionalities.
• Own and deliver end‑to‑end configuration of solutions based on customer requirements.
• Handle post‑go‑live change management of configuration throughout the customer life‑cycle.
• Act as the hands‑on product expert, ensuring customers’ business goals are met.
• Serve as day‑to‑day contact for stakeholders in brand, agencies, and System Administrators.
• Analyze and elevate customers’ consumption of contract, adoption of the product, and generation of upsell or cross‑sell opportunities.
• Provide oversight on any additional enabling of the software deployment to align with current architecture and future client needs or business requirements.
• Proactively identify opportunities to improve operational efficiencies and identify entities that could benefit from AI for greater ROI.
• Establish and nurture senior‑level relationships built on trust, develop client champions, and identify key stakeholders.
• Capture development areas for product improvement and collaborate with product managers and engineering for corrective actions.
• Maintain knowledge of native channel product packages.
• Work with clients to improve social service and align it with business objectives.
• Provide ongoing training support and adhoc training sessions to keep customers educated on Sprinklr’s capabilities.
• Identify opportunities for customer references and case studies.
• Maintain platform relevancy as business needs change.

Qualifications

• 8+ years of experience in managed services or technology consulting, specifically in the CCaaS or cloud contact center industry.
• Strong knowledge of CCaaS technologies, including IVR, call routing, AI integrations, and customer journey management.
• Experience with cloud communication platforms, AI‑driven customer support solutions, chatbots, and integrating CCaaS with third‑party applications.
• Familiarity with CCaaS platforms such as Genesys, Cisco Webex Contact Center, Twilio Flex, or other related technologies.
• Understanding of cloud architecture, VoIP, SIP, and telephony.
• Hands‑on experience with system configuration, troubleshooting, and performance optimization.
• Excellent communication and interpersonal skills with the ability to work closely with clients and internal teams.
• Proven ability to understand business challenges and provide actionable recommendations.
• Ability to manage multiple client engagements and deliver high‑quality service.
• Ability to translate customer business problems and requirements into on‑platform solutions.

Preferred Skills

• Demonstrated experience and passion for the social technology universe such as Facebook, Instagram, Twitter, YouTube, LinkedIn, Pinterest, Snapchat, TikTok.
• Direct experience with social media management software.
• Strong product acumen and evangelization experience with the aptitude to learn new products.
• Excellent written and verbal communication skills.
• Multilingual skills (French, German, Spanish, Japanese, or others) are a plus.
• Analytical mindset with attention to detail, problem‑solving, and critical‑thinking skills.
• Certifications in CCaaS (for example Genesys Cloud CX Professional, Cisco Certified Professional, Avaya Certified IC) are preferred.

Benefits

• Comprehensive health coverage in applicable countries.
• Paid time off to recharge and spend time with loved ones.
• Mentoring program and continuous learning opportunities.
• Well‑being programs, including mental and physical health resources.

Equal Employment Opportunity

Sprinklr is an equal‑opportunity workplace committed to diversity, inclusion, and compliance with all applicable federal, state, and local fair employment practices laws. We provide reasonable accommodations during the interview process.