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Protocol Intelligence
Data-driven signals on your job's competitivenessModerate competition due to strong employer brand but niche CCaaS expertise requirement.
High because CCaaS platform configuration and telephony integrations are industry- and product-specific skills.
High due to explicit 5+ years and mandatory CCaaS/platform and telephony experience.
Job Description
Structured overview of role & requirementsAbout This Role
Lead delivery and configuration of Sprinklr CCaaS platform for customer contact centers to drive operational improvements and platform adoption.
Own end-to-end management of omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation configurations.
Act as primary technical and functional advisor for customers, supporting integrations, training, ongoing improvements, and upsell opportunities.
Minimum Requirements
5+ years experience in managed services, CCaaS, or technology consulting.
Strong hands-on experience with Sprinklr CCaaS or similar platforms (e.g., Genesys, Cisco Webex Contact Center, Twilio Flex).
Technical expertise in IVR, routing, queue management, chatbot workflows, case management, SLA configuration, telephony concepts (VoIP, SIP, CTI, ACD), and system integrations (API, CRM, third-party).
Work Experience Required: 5+ years in relevant domains. Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced technical consultant capable of independently managing multiple customer engagements with ownership mindset.
Demonstrated ability to balance hands-on technical delivery with strategic stakeholder management and solution guidance.
Strong focus on continuous improvement, measurable operational outcomes, and driving platform adoption in enterprise customer environments.