Implementation Consultant - Lead

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** 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 You'll 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 customers across various time zones. - Spanish and English languages business proficiency mandatory - Technical Skills (candidate should have at least any 1 experience from below) - 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 - Exposure and understanding…