onsite
13h ago
Salary Undisclosed
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onsiteFull-timeNot SpecifiedSalary Undisclosed
About the role
Description
Role Summary
Lead strategic managed services engagements for enterprise and high-impact SprinklrCCaaScustomers, 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.
WhatYou’llDo
Define and leadbest-practice solution architecture and blueprinting for complex SprinklrCCaaSenvironments.
Govern and evolvecore configuration architecture , ensuring alignment to enterprise design standards, supportability, and long-term scalability.
Architect enterprise-grade solutions acrossomnichannel engagement, voice/contactcenterworkflows, automation, AI, routing, IVR, and case orchestration .
Design andoptimizeadvanced routing strategies including multi-skill routing, real-time prioritization, queue balancing, and cross-channel work orchestration.
Establish scalablebot, automation, and AI strategies , including conversational design, NLP optimization, deflection programs, and bot-to-agent transitions.
Driveplatform adoption and value realization strategies across business units, ensuring consistent and effective platform usage at scale.
Define and influencecustomer contactcenteroperational metrics such as SLA performance, containment, cost-to-serve, CSAT, productivity, and customer experience outcomes.
Identifyand leadtransformation opportunities using AI, automation, workflow redesign, and service optimization to improve ROI and operational maturity.
Architect and overseecomplex API, CRM, telephony, and enterprise system integrations to support end-to-end service ecosystems.
Partner withSales, Customer Success, and leadership teams to drive strategic growth, new business opportunities, expansion, and platform value discussions.
Leadtraining, 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 atrusted advisor to executive stakeholders , shaping platform strategy, CX transformation, and future-state operating models.
Mentor Lead and Senior consultants,establishdelivery standards, and drive reusable best practices across managed services engagements.
Collaborate with Product and Engineering to influenceplatform enhancements, innovation priorities, and solution evolution .
What Makes You Qualified?
Must Have Qualifications
8+ years of experience inmanaged services,CCaaS, solution consulting, or customer service technology transformation .
DeepexpertiseinSprinklrCCaaS , including digital, voice, omnichannel, automation, and AI capabilities.
Strong experience withcontactcenterarchitecture, IVR, routing strategies, automation frameworks, case orchestration, and service governance .
Strong understanding oftelephony and cloud contactcentertechnologies , including VoIP, SIP, CTI, and ACD.
Experience leadingAPI, 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 leadingenterprise transformation programs across customer experience and contactcenterenvironments.
Advanced exposure toAI-led service transformation, automation strategy, and digital deflection models .
Experience withsocial and digital engagement ecosystems is a plus.
CCaaScertifications such asGenesys, 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 growthin 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.
We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:
Lead a new category of enterprise software that we call Unified-CXM.
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with trust, teamwork, and accountability.
We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.
We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
To learn more about employee benefits by region, .
To learn more about all-things-Sprinklr, visit our candidate resource hub .
EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 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, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.
Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please the Federal Trade Commission's advice to avoid these types of scams.
If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.
Managed Services Consultant - Specialist
Sprinklr