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Tier-1 brand, metro location, mid-level role and broad skills create high candidate competition.
Highly domain-specific CCaaS, IVR, and telephony skills limit cross-industry transferability.
Explicit 5+ years and mandatory CCaaS/platform integration experience make screening stringent.
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Lead managed services delivery for Sprinklr CCaaS customers including platform configuration, optimization, and adoption across digital and voice contact center ecosystems.
Own end-to-end configuration management such as workflows, routing, IVR, case management, SLA frameworks, and automation ensuring scalability and alignment with customer blueprints.
Drive continuous platform improvements, train users, manage integrations, and serve as primary technical and functional advisor to improve customer experience and operational metrics.
5+ years experience in managed services, CCaaS, or technology consulting.
Hands-on experience with Sprinklr CCaaS or similar platforms (Genesys, Cisco Webex Contact Center, Twilio Flex).
Strong knowledge of IVR, routing strategies, queue management, chatbot workflows, case management, SLA configuration, telephony concepts (VoIP, SIP, CTI, ACD), and API/CRM/third-party integrations.
Work Experience Required: 5+ years in relevant field. Notice period: Not explicitly mentioned in the JD.
Technical consultant capable of managing multiple customer engagements independently with ownership mindset and balancing hands-on delivery with stakeholder management.
Experienced in designing scalable, optimized, and governed CCaaS solutions with focus on measurable improvements in operational performance.
Proficient in leveraging AI, automation, and advanced routing to drive high platform adoption, customer retention, and expansion opportunities.