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Managed Services Consultant - Contact Center



Posted on Wednesday, May 31, 2023

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

** Resumes must be submitted in English **

What you will do:

Discover and realize ongoing success criteria for Sprinklr clients with the following:

  • Manage and optimize configuration of onboarded Sprinklr clients, to help customers achieve positive business outcomes through the use of the Sprinklr platform

  • Work directly with customers around the full functionality of the Sprinklr CCaaS Omnichannel and Contact Center Intelligence & Automation platform, and integrations with customer systems

  • Lead Managed Services engagements for priority accounts from a strategic, operational and delivery perspective

  • Proactively identify, document and deliver in-platform solutions to new and existing client use cases, so customers can realise the value of Sprinklr's platform

  • Seek optimisation opportunities; designing and configuring the appropriate solution, so that client expectations regarding platform use cases and functionality are fulfilled.

  • Maintain platform relevance according to on-going changes and business needs.

  • Ensure that all client users are trained, educated, and up to date on platform use, best practices, and functionality.

  • Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements.

  • Ensure that every client derives the most value possible from the Sprinklr platform.

  • Assist the Sales and Success Teams in providing insight to client health, and working to win new business and/or grow existing accounts.

  • Support our Services Directors to ensure optimal client service as it relates to platform performance, functionality, enhancements, and configuration.

  • Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.

Who You Are & What Makes You Qualified:

  • Fluent in Spanish and English (mandatory)

  • 5+ years of experience in CCaaS delivery/deployment, Contact Centers or similar industry

  • Cloud Contact Center Experience with platforms such as Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk etc.

  • In depth hands on experience in any of the contact center channels, Inbound, outbound, workforce management, Digital Channels/Omni Channels and contact center automation

  • Excellent written and verbal communication skills.

  • Strong technical background with advanced computer skills.

  • Ability to work independently and as a member of a team.

  • Demonstrate experience and a passion for the social media technology universe.

  • Extremely strong communication and presentation skills.

  • Ability to work effectively under tight deadlines and juggle several assignments simultaneously.

  • Fluency in social media platforms and direct experience in working with or for social media management software is preferred.

  • Passion for solving client challenges and commitment to client delight.

Why you'll love Sprinklr: We’re committed to creating the kind of culture where you feel like you belong, are happier today than yesterday, and your contributions matter. At Sprinklr, our goal is to treat everyone like family and passionately, genuinely care. For full-time employees, we offer flexible paid time off and paid parental leave, medical plans, dental and vision plans, life insurance, 401(k) savings plans, employee stock options, gym and wellness discounts, Plum benefits, Lifemart discounts, and paid time off to invest in learning and career development.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgement-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by filling out this form, and we will reach out to you. If you have additional questions, please contact .