Sprinklr Customer Experience Consultant

Accenture India Private Limited; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture is seeking a Sprinklr professional to design, build, and implement customer service transformation initiatives across multiple locations in India. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, and CCaaS transformation to realize business value for clients.

As part of the I&P Global Network Song practice, you will develop strategic roadmaps, conduct demonstrations, and engage with clients to deliver end-to-end Sprinklr projects and

Qualifications

• Experience with Sprinklr Unified CXM in customer service transformations.
• Ability to lead product solution consulting and pre-sales activities.
• Hands-on implementation experience for CCaaS transformation projects.
• Strong understanding of customer service operations and business value realization.

Responsibilities

• Understand market challenges and craft transformation roadmaps.
• Demonstrate Sprinklr Unified CXM solutions through demos and engagements.
• Build relationships across Sprinklr ecosystem and with partners.
• Develop requirements and performance reporting for transformation initiatives.
• Act as Sprinklr Unified CXM SME across CCaaS delivery lifecycle.
• Support client RFPs with presentations, workshops, and proofs of concept.

Skills

Sprinklr Unified CXM

Product Solution Consulting

Pre-Sales

Implementation

CCaaS Transformation

Customer Service Operations

Salesforce Integrations

Adobe CRM Integrations

Social Media Engagement

Analytics

Unified Communications

Workflow Automation

Workforce Optimization

Cloud Contact Center Technologies

Tools

Salesforce

Adobe

CRM Integrations

Sprinklr Service

Job description

Job Title: Sprinklr + Consultant + I&P GN SONG

Management Level: Level 9 - Consultant

Location: Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad / Kolkata

Must have skills: Sprinklr Unified CXM; Product Solution Consulting; Pre-Sales; Implementation; CCaaS Transformation; Customer Service Operations

Good to have skills: Salesforce and Adobe CRM Integrations; Cloud Contact Center Technologies; Workflow Automation; Workforce Optimization; Social Media Engagement; Unified Communications; Analytics

Job Summary: As a Sprinklr professional within the I&P Global Network Song practice, you will work with clients to design, build, and implement customer service transformation initiatives. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, CCaaS transformation, and business-value realization.

Roles & Responsibilities

• Understand market and customer challenges and create business cases and strategic transformation roadmaps based on market trends.
• Promote and deliver Sprinklr Unified CXM solutions through product demonstrations, partner training support, pricing strategies, documentation, and client engagement.
• Build strategic relationships across the Sprinklr ecosystem and support partner activities.
• Develop requirements based on leadership input, including performance reporting, problem solving, and conflict management.
• Act as a Sprinklr Unified CXM subject matter expert across the CCaaS transformation delivery lifecycle.
• Support client RFPs through presentations, technical workshops, proposal inputs, and proofs of concept.

Professional & Technical Skills

• Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.
• Experience implementing omnichannel self-service, IVR, and omnichannel orchestration routing using Sprinklr Unified CXM.
• Hands-on experience solutioning voice and non-voice applications using Sprinklr Service solutions.
• Knowledge of integrations between Sprinklr and CRM solutions such as Salesforce and Adobe.
• Experience with IP telephony, intelligent routing, workflow automation, self-service, workforce optimization, outbound engagement, social engagement, digital channels, unified communications, and analytics.
• Experience using Sprinklr products to automate customer service processes and improve interaction service, agent experience, and reporting.

Additional Information

• Opportunity to work on transformative projects with key clients.
• Potential to co-create with strategy leaders, industry experts, enterprise practitioners, and business intelligence professionals.
• Opportunity to develop strategy and consulting acumen through personalized learning.
• Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.

About Our Company | Accenture