Managed Services Consultant

Job description

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 Support managed services delivery for Sprinklr CCaaS customers by configuring, optimizing, and maintaining platform solutions across digital and voice channels. Focus on execution, operational stability, customer support, and ongoing platform adoption.  What You’ll Do  • Support configuration and maintenance of Sprinklr CCaaS solutions across chat, messaging, email, social, and voice channels.  • Execute platform updates aligned to defined solution blueprints, best practices, and core configuration architecture.  • Assist in configuring and maintaining routing logic, queues, IVR flows, case workflows, SLA rules, and escalations.  • Support bot workflows, automation rules, and bot-to-agent handoff configurations to improve operational efficiency.  • Identify basic platform gaps, configuration issues, and optimization opportunities, and recommend improvements aligned to customer requirements.  • Help maintain platform adoption by supporting users in understanding and using configured features effectively.  • Provide day-to-day support for post go-live enhancements, troubleshooting, and configuration changes.  • Assist in monitoring customer operations metrics such as SLA adherence, queue performance, response times, and agent productivity.  • Support basic API, CRM, and third-party integration activities, including validation and workflow coordination.  • Help onboard and train new agents, admins, and users on workflows, platform usage, and best practices.  • Work closely with Lead consultants and customer stakeholders to ensure configurations remain aligned to business needs and solution design.  • Support Customer Success and Sales teams by sharing platform adoption updates and operational insights where relevant.  • Document configurations, update process guides, and contribute to reusable knowledge and best practices.   What Makes You Qualified?  Must Have Qualifications  • 2+ years of experience in CCaaS, managed services, technical support, or platform operations.  • Working knowledge of Sprinklr CCaaS or similar platforms such as Genesys, Cisco, or other contact center technologies.  • Experience with queues, routing, workflows, dashboards, SLA setup, or case management.  • Foundational understanding of IVR, telephony concepts, chatbot workflows, and platform automation.  • Basic knowledge of API, CRM integration concepts, and cross-system workflow dependencies.  • Strong troubleshooting, documentation, and configuration support skills.   Good to Have Skills  • Exposure to digital and social engagement channels.  • Understanding of customer support operations and service KPIs.  • Experience supporting user training and onboarding.  • Strong analytical and problem-solving capabilities.   Who You Are  • Detail-oriented and hands-on with a strong execution mindset.  • Comfortable working in customer-facing, fast-paced support environments.  • A collaborative team player with growing technical and consulting skills.  • Focused on quality, platform stability, and customer success.   What Success Looks Like  • Accurate and reliable platform configurations.  • Stable day-to-day CCaaS operations and timely issue resolution.  • Strong support for customer adoption and user onboarding.  • Consistent contribution to operational efficiency and customer outcomes.  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 c