Lead Managed Services Consultant

Responsibilities

• Translate customer business requirements into best-practice CCaaS solutions aligned to Sprinklr capabilities and defined solution blueprints.
• Own and manage end-to-end configurations across omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation.
• Manage and maintain core configuration architecture , ensuring alignment with customer blueprints, supportability, and scalability standards.
• Configure and optimize advanced routing models including skills-based routing, priority logic, queue segmentation, and escalation workflows.
• Design and enhance IVR flows, voice queue logic, call routing paths, and contact center workflow automation .
• Build and optimize bot workflows, conversational AI journeys, and automation frameworks to improve containment, productivity, and customer experience.
• Drive platform adoption by aligning features to customer use cases, usage patterns, and operational objectives .
• Monitor and improve customer contact center operational metrics such as SLA adherence, AHT, queue performance, response times, productivity, and CSAT.
• Identify platform gaps and optimization opportunities and implement best practice solutioning to improve efficiency and service outcomes.
• Manage post go-live changes, releases, configuration updates, and continuous platform improvements across the customer lifecycle.
• Support and guide API, CRM, telephony, and third-party system integrations to enable connected workflows and unified service operations.
• Lead training and onboarding sessions for agents, admins, and customer teams to drive adoption of workflows, tools, and operating practices.
• Partner with Sales and Customer Success teams to identify new opportunities, drive platform consumption, and support upsell/cross-sell discussions.
• Act as the primary technical and functional point of contact, advising stakeholders on solution design, adoption strategy, and operational improvements .
• Leverage AI and automation opportunities to improve ROI, efficiency, and service performance.
• What Makes You Qualified?
• Must Have Qualifications
• 5+ years of experience in managed services, CCaaS , or technology consulting .
• Strong hands-on experience with Sprinklr CCaaS or similar platforms such as Genesys, Cisco Webex Contact Center , Twilio Flex, or comparable solutions.
• Strong knowledge of IVR, routing strategies, queue management, chatbot workflows, case management, and SLA configurations .
• Experience designing and supporting omnichannel customer journeys across digital and voice channels.
• Understanding of telephony concepts such as VoIP, SIP, CTI, and ACD.
• Experience with API, CRM, and third-party integrations .
• Hands-on experience in system configuration, troubleshooting, and performance optimization .
• Strong communication and stakeholder management skills with the ability to translate business needs into platform solutions.
• Good to Have Skills
• Exposure to AI-driven support models, automation use cases, and digital deflection strategies .
• Experience with social and digital engagement platforms .
• Strong analytical and problem-solving mindset with understanding of customer service KPIs.
• CCaaS certifications such as Genesys, Cisco, or Avaya preferred.

Requirements

• A strong technical consultant with an ownership mindset.
• Able to independently manage customer outcomes and multiple engagements.
• Skilled at balancing hands-on delivery with stakeholder engagement and solution guidance.
• Customer-focused, solution-oriented, and driven by continuous improvement.
• What Success Looks Like
• High platform adoption and improved operational performance across customer accounts.
• Strong customer retention and measurable expansion opportunities.
• Successful delivery of scalable, optimized, and well-governed CCaaS solutions.
• Recognition as a trusted advisor for day-to-

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 managed services delivery for Sprinklr CCaaS customers, driving platform configuration, optimization, and adoption across digital and voice ecosystems. Act as a hands-on solution lead ensuring scalable design, strong customer outcomes, and continuous value realization.

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