Managed Services Consultant - Customer Experience Platform Support

Sprinklr India Private Limited; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Sprinklr India Private Limited is seeking a Senior CCaaS Operations Specialist to support managed services delivery for CCaaS customers. You will configure, optimize, and maintain platform solutions across chat, messaging, email, social, and voice channels, focusing on execution, stability, and customer success.

You’ll collaborate with Lead consultants and customer stakeholders to align configurations with business needs, document processes, onboard agents, and drive platform adoption while

Qualifications

• 2+ years of experience in CCaaS, managed services, technical support, or platform operations.
• Working knowledge of Sprinklr CCaaS or similar platforms such as Genesys, Cisco, or other contact center technologies.
• Experience with queues, routing, workflows, dashboards, SLA setup, or case management.
• Foundational understanding of IVR, telephony concepts, chatbot workflows, and platform automation.
• Basic knowledge of API, CRM integration concepts, and cross-system workflow dependencies.
• Strong troubleshooting, documentation, and configuration support skills.

Responsibilities

• Support configuration and maintenance of Sprinklr CCaaS solutions across chat, messaging, email, social, and voice channels.
• Execute platform updates aligned to defined solution blueprints, best practices, and core configuration architecture.
• Assist in configuring and maintaining routing logic, queues, IVR flows, case workflows, SLA rules, and escalations.
• Support bot workflows, automation rules, and bot-to-agent handoff configurations to improve operational efficiency.
• Identify basic platform gaps, configuration issues, and optimization opportunities, and recommend improvements aligned to customer requirements.
• Help maintain platform adoption by supporting users in understanding and using configured features effectively.
• Provide day-to-day support for post go-live enhancements, troubleshooting, and configuration changes.
• Assist in monitoring customer operations metrics such as SLA adherence, queue performance, response times, and agent productivity.
• Support basic API, CRM, and third-party integration activities, including validation and workflow coordination.
• Help onboard and train new agents, admins, and users on workflows, platform usage, and best practices.
• Work closely with Lead consultants and customer stakeholders to ensure configurations remain aligned to business needs and solution design.
• Support Customer Success and Sales teams by sharing platform adoption updates and operational insights where relevant.
• Document configurations, update process guides, and contribute to reusable knowledge and best practices.

Skills

CCaaS experience

Troubleshooting

Platform configuration

Customer support

API integration

Tools

Sprinklr CCaaS

Genesys

Cisco

Job description

Role Summary

Support managed services delivery for Sprinklr CCaaS customers by configuring, optimizing, and maintaining platform solutions across digital and voice channels. Focus on execution, operational stability, customer support, and ongoing platform adoption.

What You’ll Do

• Support configuration and maintenance of Sprinklr CCaaS solutions across chat, messaging, email, social, and voice channels.
• Execute platform updates aligned to defined solution blueprints, best practices, and core configuration architecture.
• Assist in configuring and maintaining routing logic, queues, IVR flows, case workflows, SLA rules, and escalations.
• Support bot workflows, automation rules, and bot-to-agent handoff configurations to improve operational efficiency.
• Identify basic platform gaps, configuration issues, and optimization opportunities, and recommend improvements aligned to customer requirements.
• Help maintain platform adoption by supporting users in understanding and using configured features effectively.
• Provide day-to-day support for post go-live enhancements, troubleshooting, and configuration changes.
• Assist in monitoring customer operations metrics such as SLA adherence, queue performance, response times, and agent productivity.
• Support basic API, CRM, and third-party integration activities, including validation and workflow coordination.
• Help onboard and train new agents, admins, and users on workflows, platform usage, and best practices.
• Work closely with Lead consultants and customer stakeholders to ensure configurations remain aligned to business needs and solution design.
• Support Customer Success and Sales teams by sharing platform adoption updates and operational insights where relevant.
• Document configurations, update process guides, and contribute to reusable knowledge and best practices.

What Makes You Qualified?

Must Have Qualifications

• 2+ years of experience in CCaaS, managed services, technical support, or platform operations.
• Working knowledge of Sprinklr CCaaS or similar platforms such as Genesys, Cisco, or other contact center technologies.
• Experience with queues, routing, workflows, dashboards, SLA setup, or case management.
• Foundational understanding of IVR, telephony concepts, chatbot workflows, and platform automation.
• Basic knowledge of API, CRM integration concepts, and cross-system workflow dependencies.
• Strong troubleshooting, documentation, and configuration support skills.

Good to Have Skills

• Exposure to digital and social engagement channels.
• Understanding of customer support operations and service KPIs.
• Experience supporting user training and onboarding.
• Strong analytical and problem-solving capabilities.

Who You Are

• Detail-oriented and hands-on with a strong execution mindset.
• Comfortable working in customer-facing, fast-paced support environments.
• A collaborative team player with growing technical and consulting skills.
• Focused on quality, platform stability, and customer success.

What Success Looks Like

• Accurate and reliable platform configurations.
• Stable day-to-day CCaaS operations and timely issue resolution.
• Strong support for customer adoption and user onboarding.
• Consistent contribution to operational efficiency and customer outcomes.

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 you and your family voluntary healthcare coverage in countries where applicable.
• 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.

To learn more about employee benefits by region, click here .

To learn more about all-things-Sprinklr, visit our candidate resource hub here .

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.

Experience Level

Senior Level