Sprinklr CCaaS Implementation Consultant

Tech Mahindra; Bengaluru; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Sprinklr is seeking a CCaaS Implementation Consultant based in Bengaluru to ensure customers receive optimal onboarding and value by deploying Sprinklr software tailored to use-cases, industries and best practices. You will serve as day-to-day escalation point and client contact, driving platform performance, configurations, health checks, and adoption efforts while collaborating with teams.

Responsibilities include configuring product, documenting requirements, training users, and guiding

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Drive to dig into system details to solve customer problems.
• Ability to rapidly learn new technical skills.
• Self-motivated, takes initiative and ownership.
• Collaborative and fast-paced work style.
• Customer-focused with strong listening skills.
• English business proficiency mandatory.

Responsibilities

• Configure Sprinklr for various brands and industries to high standards.
• Collaborate to develop best practices on product configuration.
• Work with the team to understand product adoption and establish standard practices.
• Provide expertise in analysis, design, configuration, testing and training.
• Provide social insights and recommendations to support client practices.
• Design and configure Sprinklr solution to meet requirements and best practices.
• Perform health checks and suggest upgrades based on client needs.
• Train client users on the platform and build trust with client champions.
• Deliver deployment in a way that anticipates future client needs.
• Advise clients during different project phases of implementation.

Skills

Analytical thinking

Communication skills

Problem solving

Self-motivation

Team collaboration

Customer focus

English proficiency

Tools

Sprinklr CCaaS

TCP/IP

VOIP

SIP

WebRTC

UCaaS

CRM (Salesforce Service Cloud)

Job description

The CCaaS Implementation Consultant ensures Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use-cases, industry and best practices. The consultant also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.

What will you do

• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality
• Constant learning and collaborating with the team to develop best practices on product configuration
• Work as a team to understand product adoption by various brands and establish standard practices to improve adoption
• Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:
• Provide social insights and recommendations to support clients’ business practices
• Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities
• Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs.
• Ensure that all client users during customer onboarding are trained and educated properly on the platform & establish a relationship built on trust with client champions
• Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements that may occur
• Provide consulting advise to clients about Sprinklr platform during different phases of project implementation

What makes you qualified?

• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• A drive to dig into the details of a system or process to solve customer problems.
• Desire and ability to rapidly learn a wide variety of new technical skills.
• Self-motivated, takes initiative, assumes ownership.
• Ability to work in a highly collaborative and fast-paced environment.
• Enthusiastic, professional, with a focus on customer success
• Excellent listening skills to fully understand the customer value requirements
• Passion for solving client challenges and commitment to client delight
• Strong customer handling skills and willingness to serve customer across various time zones
• English languages business proficiency mandatory

Technical Skills (candidate should have at least any 1 experience from below)

• 4+ Years of experience in Sprinklr CCaaS
• Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
• Should have knowledge in CTI or Voice recording products
• Experience on VOIP, Dialer, ACD , IVR, SBC
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
• Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.
• Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
• Experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.

You know You're Successful

• Customer-obsessed mindset to deliver value & able to adapt and operate effectively in ambiguous or rapidly changing environments
• Capable to work effectively under tight deadlines and juggle several assignments simultaneously