Should have 8+ years of experience and should be a Subject Matter Expert in the Latest contact center solutions with a focus on customer experience with specialization in in VoIP, Telecom, and Networking domains.
Cloud Contact Center - Voice/CCaaS - ( Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk etc. ), CCaaS, Contact Center, Telephony, CPaaS, Cloud and On-Premise Contact Center Systems, CRM systems, Service Clouds, CDP's, digital and Contact Center automation.
Strong knowledge of VoIP Protocols (SIP/SDP, RTP/RTCP), Networking fundamentals (UDP/TCP/IP, DNS, MPLS), QoS (latency, jitter, packet loss mitigation) a
Hands-on experience with Session Border Controller (SBC), Media Servers and WebRTC.
Hands-on experience with Network topologies, VPNs, IPSec, Firewalls, and NAT traversal for VoIP.
Strong troubleshooting skills, with experience using network monitoring and debugging tools.
Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders.
Experience defining solution architecture for Conversational AI and Telephony/IVR systems (IVR, AI, Voice/Chat Bots, business APIs) to build modernized Conversational AI and Telephony/IVR systems to bring seamless CX/UX experiences.
Monitoring, Contact Center Automation and Contact Center Intelligence
In depth Technical knowledge of contact center environments, ideally hosted or cloud-based contact center solutions, CCaaS and conversational AI
Benefits
Vision insurance
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
Work directly with prospects and customers during sales cycles, to build confidence and excitement around the full functionality of the Sprinklr CCaaS Omnichannel and Contact Center Intelligence and Automation platform and integrations with customer systems
Own all deliverables around extensibility and integrations with customers: deliver value propositions, build data-flow and entity-relationship diagrams, walk-through integration demos, use Postman and other tools to show our API's, and answer RFPs
Be comfortable proactively recommending solution designs to customers during the sales cycle. You should be able to work with the customer to understand their existing technology stack and understand where Sprinklr plugs in and provides value
Help identify and research opportunities on new/existing clients
Collaborate with Engineering and Product teams to further build a best in class platform solution that the Solution Architecture team can inspire and sell into clients.
Contribute to the development of your own and your team's technical acumen
Proactively engage in the strategic development of the SA organization by initiating and leading projects to further team development, organizational structure, product offering, technical training, etc.
Creates compelling presentations and collateral that demonstrate our solutions and the value they provide against a customer's required capabilities
Ability to Identify further requirements within new and existing accounts.
Expected to Continually Develop and maintain expert technical understanding of the client portfolio whilst leveraging against competitor solutions
Lead and deliver technical workshops & proof of concepts based on customers key business requirements and ROI
Creates re-usable collateral for the entire global presales team and acts as a mentor
Keeps up with an aggressive training schedule and maintain up to date Sprinklr product certifications
Identify key requirements needed from cross-functional teams and external vendors
Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
Work with other sales and solution consultants to identify risks and opportunities across multiple projects within the department
Provide hands-on, pre-sales technical guidance to the Sales division
Create and deliver technical sales-focused presentations to buyers including whiteboarding and demo's
Attends client meetings to conduct in depth discovery on the customer's current and future states and positive business outcomes
Experience in a pre-sales/solution-consultant role at a SaaS company is a plus
Sprinklr · India