Managed Services Consultant - Specialist

Sprinklr India Private Limited; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Voluntary healthcare coverage

Paid time off

Open mentoring program

Job summary

Sprinklr India Private Limited is seeking a Lead Consultant to drive strategic managed services engagements for enterprise customers. You will architect scalable customer service solutions across digital and voice ecosystems, acting as a trusted advisor to stakeholders.

The ideal candidate has over 8 years of experience in CCaaS, with expertise in Sprinklr technologies, contact center architecture, and stakeholder management. Join us to shape the future of customer service in a dynamic environment.

Qualifications

• 8+ years of experience in managed services, CCaaS, or solution consulting.
• Deep expertise in Sprinklr CCaaS, digital, voice, and omnichannel capabilities.
• Strong understanding of telephony and cloud contact center technologies.
• Proven ability to translate business challenges into scalable solutions.

Responsibilities

• Define best-practice solution architecture for Sprinklr CCaaS environments.
• Drive platform adoption and customer service transformation.
• Collaborate with Sales and stakeholders to drive strategic growth.
• Mentor consultants and establish delivery standards.

Skills

Managed services experience

CCaaS expertise

Customer service technology transformation

Contact center architecture

API integrations

Strong stakeholder management

Job description

Role Summary

Lead strategic managed services engagements for enterprise and high‑impact Sprinklr CCaaS customers, driving architecture, transformation, and long‑term value realization. Act as a trusted advisor to senior stakeholders and shape scalable, future‑ready customer service solutions across digital and voice ecosystems.

What You’ll Do

• Define and lead best‑practice solution architecture and blueprinting for complex Sprinklr CCaaS environments.
• Govern and evolve core configuration architecture, ensuring alignment to enterprise design standards, supportability, and long‑term scalability.
• Architect enterprise‑grade solutions across omnichannel engagement, voice/contact center workflows, automation, AI, routing, IVR, and case orchestration.
• Design and optimize advanced routing strategies including multi‑skill routing, real‑time prioritization, queue balancing, and cross‑channel work orchestration.
• Establish scalable bot, automation, and AI strategies, including conversational design, NLP optimization, deflection programs, and bot‑to‑agent transitions.
• Drive platform adoption and value realization strategies across business units, ensuring consistent and effective platform usage at scale.
• Define and influence customer contact center operational metrics such as SLA performance, containment, cost‑to‑serve, CSAT, productivity, and customer experience outcomes.
• Identify and lead transformation opportunities using AI, automation, workflow redesign, and service optimization to improve ROI and operational maturity.
• Architect and oversee complex API, CRM, telephony, and enterprise system integrations to support end‑to‑end service ecosystems.
• Partner with Sales, Customer Success, and leadership teams to drive strategic growth, new business opportunities, expansion, and platform value discussions.
• Lead training, onboarding, and enablement strategies for large agent populations, admin teams, and operational stakeholders to ensure adoption of best practices and standardized operating models.
• Act as a trusted advisor to executive stakeholders, shaping platform strategy, CX transformation, and future‑state operating models.
• Mentor Lead and Senior consultants, establish delivery standards, and drive reusable best practices across managed services engagements.
• Collaborate with Product and Engineering to influence platform enhancements, innovation priorities, and solution evolution.

What Makes You Qualified?

Must Have Qualifications

• 8+ years of experience in managed services, CCaaS, solution consulting, or customer service technology transformation.
• Deep expertise in Sprinklr CCaaS, including digital, voice, omnichannel, automation, and AI capabilities.
• Strong experience with contact center architecture, IVR, routing strategies, automation frameworks, case orchestration, and service governance.
• Strong understanding of telephony and cloud contact center technologies, including VoIP, SIP, CTI, and ACD.
• Experience leading API, CRM, telephony, and enterprise workflow integrations.
• Proven ability to translate business challenges into scalable technical solutions and transformation roadmaps.
• Strong executive communication, consulting, and stakeholder management capabilities.

Good to Have Skills

• Experience leading enterprise transformation programs across customer experience and contact center environments.
• Advanced exposure to AI‑led service transformation, automation strategy, and digital deflection models.
• Experience with social and digital engagement ecosystems is a plus.
• CCaaS certifications such as Genesys, Cisco, or Avaya preferred.

Who You Are

Strategic, consultative, and technically deep. A trusted advisor who can influence senior stakeholders and customer strategy. Strong at connecting platform capabilities to business outcomes and transformation goals. A mentor and thought leader who raises delivery standards across teams.

What Success Looks Like

Strong growth in platform adoption, retention, and expansion across strategic accounts. Successful delivery of scalable, transformation‑led solutions with measurable business value. Recognition as a strategic advisor internally and externally. Meaningful contribution to best practices, organizational maturity, and customer advocacy.

Benefits

Sprinklr offers a comprehensive suite of benefits designed to help each member of our team thrive:

• Voluntary healthcare coverage in applicable countries for you and your family.
• Paid time off to recharge and spend time with loved ones.
• An open Mentoring Program to support growth and amplify focus.
• Other benefits available by region (consult HR for details).

EEO Statement

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, veteran status, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process.