Managed Services Consultant - Specialist

Responsibilities

• Define and lead best-practice solution architecture and blueprinting for complex Sprinklr CCaaS environments.
• Govern and evolve core configuration architecture , ensuring alignment to enterprise design standards, supportability, and long-term scalability.
• Architect enterprise-grade solutions across omnichannel engagement, voice/contact center workflows, automation, AI, routing, IVR, and case orchestration .
• Design and optimize advanced routing strategies including multi-skill routing, real-time prioritization, queue balancing, and cross-channel work orchestration.
• Establish scalable bot, automation, and AI strategies , including conversational design, NLP optimization, deflection programs, and bot-to-agent transitions.
• Drive platform adoption and value realization strategies across business units, ensuring consistent and effective platform usage at scale.
• Define and influence customer contact center operational metrics such as SLA performance, containment, cost-to-serve, CSAT, productivity, and customer experience outcomes.
• Identify and lead transformation opportunities using AI, automation, workflow redesign, and service optimization to improve ROI and operational maturity.
• Architect and oversee complex API, CRM, telephony, and enterprise system integrations to support end-to-end service ecosystems.
• Partner with Sales, Customer Success, and leadership teams to drive strategic growth, new business opportunities, expansion, and platform value discussions.
• Lead training, 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 a trusted advisor to executive stakeholders , shaping platform strategy, CX transformation, and future-state operating models.
• Mentor Lead and Senior consultants, establish delivery standards, and drive reusable best practices across managed services engagements.
• Collaborate with Product and Engineering to influence platform enhancements, innovation priorities, and solution evolution .
• What Makes You Qualified?
• Must Have Qualifications
• 8+ years of experience in managed services, CCaaS , solution consulting, or customer service technology transformation .
• Deep expertise in Sprinklr CCaaS , including digital, voice, omnichannel, automation, and AI capabilities.
• Strong experience with contact center architecture, IVR, routing strategies, automation frameworks, case orchestration, and service governance .
• Strong understanding of telephony and cloud contact center technologies , including VoIP, SIP, CTI, and ACD.
• Experience leading API, 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 leading enterprise transformation programs across customer experience and contact center environments.
• Advanced exposure to AI-led service transformation, automation strategy, and digital deflection models .
• Experience with social and digital engagement ecosystems is a plus.
• CCaaS certifications such as Genesys, Cisco, or Avaya preferred.

Requirements

• 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 growth in platform adoption, retention, and expansion across strategic accounts.
• Successful delivery of scalable, transformation-led solutions with measurable business value.
• Recognition as a

Additional Information

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 Role Summary Lead strategic managed services engagements for enterprise and high-impact Sprinklr CCaaS customers, 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.

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