Managed Services Consultant - Lead

Sprinklr; Gurgaon; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

Sprinklr is seeking a seasoned CCaaS solutions lead to drive managed services delivery for Sprinklr CCaaS customers, ensuring scalable configuration, strong outcomes, and ongoing value realization. You will own end-to-end configurations across omnichannel workflows and automation, while guiding integration with APIs and third-party systems.

Ideal candidates bring 5+ years of CCaaS experience, hands-on platform knowledge, and strong stakeholder management skills to deliver measurable improvements

Qualifications

• 5+ years of experience in managed services, CCaaS, or technology consulting.
• Hands-on experience with Sprinklr CCaaS or similar platforms.
• Strong knowledge of IVR, routing strategies, queue management, chatbot workflows, case management, and SLA configurations.
• Experience designing omnichannel customer journeys across digital and voice channels.
• Understanding of telephony concepts such as VoIP, SIP, CTI, and ACD.
• Experience with API, CRM, and third-party integrations.
• Hands-on experience in system configuration, troubleshooting, and performance optimization.
• Strong communication and stakeholder management skills.

Responsibilities

• Translate customer requirements into best-practice CCaaS solutions aligned to Sprinklr capabilities and blueprints.
• Own end-to-end configurations across omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation.
• Manage core configuration architecture for alignment with customer blueprints and scalability.
• Configure and optimize advanced routing models including skills-based routing and escalation workflows.
• Design and enhance IVR flows, voice queue logic, and contact center workflow automation.
• Lead training and onboarding sessions for agents and admins to drive adoption of workflows.

Skills

Communication skills

Stakeholder management

IVR design

Routing & queues

API integrations

Troubleshooting

CCaaS configuration

Tools

Sprinklr CCaaS

Genesys

Cisco Webex Contact Center

Twilio Flex

Job description

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

Role Summary

Lead managed services delivery for SprinklrCCaaScustomers, driving platform configuration, optimization, and adoption across digital and voice ecosystems. Act as a hands-on solution lead ensuring scalable design, strong customer outcomes, and continuous value realization.

WhatYou’llDo

• Translate customer business requirements intobest-practiceCCaaSsolutionsaligned to Sprinklr capabilities and defined solution blueprints.
• Own and manageend-to-end configurationsacross omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation.
• Manage andmaintaincore configuration architecture, ensuring alignment with customer blueprints, supportability, and scalability standards.
• Configure andoptimizeadvanced routing modelsincluding skills-based routing, priority logic, queue segmentation, and escalation workflows.
• Design and enhanceIVR flows, voice queue logic, call routing paths, and contactcenterworkflow automation.
• Build andoptimizebot workflows, conversational AI journeys, and automation frameworksto improve containment, productivity, and customer experience.
• Driveplatform adoptionby aligning features to customer use cases, usage patterns, and operationalobjectives.
• Monitor and improvecustomer contactcenteroperational metricssuch as SLA adherence, AHT, queue performance, response times, productivity, and CSAT.
• Identifyplatform gaps and optimizationopportunities andimplementbest practice solutioningto improve efficiency and service outcomes.
• Managepost go-live changes, releases, configuration updates, and continuous platform improvementsacross the customer lifecycle.
• Support and guideAPI, CRM, telephony, and third-party system integrationsto enable connected workflows and unified service operations.
• Leadtraining and onboarding sessionsfor agents, admins, and customer teams to drive adoption of workflows, tools, and operating practices.
• Partner withSales and Customer Success teamstoidentifynew opportunities, drive platform consumption, and support upsell/cross-sell discussions.
• Act as the primary technical and functional point of contact, advising stakeholders onsolution design, adoption strategy, and operational improvements.
• LeverageAI and automation opportunitiesto improve ROI, efficiency, and service performance.

What Makes You Qualified?

Must Have Qualifications

• 5+ years of experience inmanaged services,CCaaS, or technology consulting.
• Strong hands-on experience withSprinklrCCaaSor similar platformssuch as Genesys, Cisco Webex ContactCenter, Twilio Flex, or comparable solutions.
• Strong knowledge ofIVR, routing strategies, queue management, chatbot workflows, case management, and SLA configurations.
• Experience designing and supportingomnichannel customer journeysacross digital and voice channels.
• Understanding oftelephony conceptssuch as VoIP, SIP, CTI, and ACD.
• Experience withAPI, CRM, and third-party integrations.
• Hands-on experience insystem configuration, troubleshooting, and performance optimization.
• Strong communicationand stakeholder management skills with the ability to translate business needs into platform solutions.

Good to Have Skills

• Exposure toAI-driven support models, automation use cases, and digital deflection strategies.
• Experience withsocial and digital engagement platforms.
• Strong analytical and problem-solving mindset with understanding of customer service KPIs.
• CCaaScertifications such asGenesys, Cisco, or Avayapreferred.

Who You Are

• A strong technical consultant with an ownership mindset.
• Able to independently manage customer outcomes and multiple engagements.
• Skilled at balancing hands-on delivery with stakeholder engagement and solution guidance.
• Customer-focused, solution-oriented, and driven by continuous improvement.

What Success Looks Like

• High platform adoption and improved operational performance across customer accounts.
• Strong customer retention and measurable expansion opportunities.
• Successful delivery of scalable, optimized, and well-governedCCaaSsolutions.
• Recognition as a trusted advisor for day-to-day platform and service improvements.

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.