Senior Implementation Consultant - Remote Eligible

CCaaS Implementation Consultant

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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.

Responsibilities:

• Configure Sprinklr product line for various brands and industries following high standards of delivery and quality
• Constant learning and collaborating with 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:
• Design and implement cloud-based contact center solutions, troubleshooting technical issues and supporting end-user awareness and operations.
• Able to analyze performance metrics, suggest optimizations and assist in upgrading new features.
• Familiarity with Automatic Call Distribution (ACD) and Interactive Voice response (IVR) management
• Integration with Customer Relationship Management (CRM) and tools such as Computer Telephony Integration (CTI)
• Provide social insights and recommendations to support clients' business objectives
• Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs.
• Ensure client receives appropriate training and education on the platform & establish a relationship built on trust.
• Complete execution of platform deployment in such a way as to anticipate future client needs or business requirements
• Provide consulting advise to clients about Sprinklr platform during different phases of project implementation
• Team Excellence: Set a high standard for the team, striving for quality and excellence in delivery.
• Status Updates: Assist in providing weekly status and interaction with Client as necessary
• Industry Awareness: Stay informed about industry trends to shape client solutions.

Key Qualifications:

• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal. Collaboration with IT, Customer Service and potential 3rd party vendors together as one team to achieve success.
• 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.
• Graduation from Tier-1 College.
• Enthusiastic, professional, able to listen, and interpret customer situation
• Passion for solving client challenges and commitment to client success
• Spanish & English languages business proficiency mandatory

Desired Skills and Experience:

• Experience deploying Voice and Non-Voice Contact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc.
• 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
• Experience with AI Bot solutions
• 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
• At least five (5) years' experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.
• Familiarity with development tools such as Java, Python, Groovy or JavaScript

Mentality:

• 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

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.