Managed Services Consultant - Lead
Sprinklr (company site, opens in a new tab)5+ yrsGurugramOn-siteDirect career pageEst. 15–28 LPA
Posted 7h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end managed services delivery for Sprinklr CCaaS customers focusing on platform configuration, optimization, and adoption across omnichannel digital and voice contact center workflows.
- Own and manage configuration architecture including routing, IVR design, SLA frameworks, automation, and integrations to maintain scalability, supportability, and alignment with customer business requirements.
- Drive operational improvements through monitoring KPIs, building AI and automation solutions, managing post-go-live changes, training stakeholders, and supporting upsell/cross-sell opportunities.
Minimum Requirements
- 5+ years of experience in managed services, CCaaS, or technology consulting.
- Hands-on experience with Sprinklr CCaaS or similar platforms like Genesys, Cisco Webex Contact Center, or Twilio Flex.
- Strong technical knowledge of IVR, routing strategies, queue management, case management, SLAs, telephony (VoIP, SIP, CTI, ACD), and API/CRM/third-party integrations.
- Work Experience Required: 5+ years
Ideal Candidate Profile
- Experienced technical consultant adept at balancing hands-on delivery with strategic stakeholder engagement and solution design guidance.
- Proven ability to manage multiple customer engagements independently with a focus on driving scalable, optimized CCaaS solutions and continuous improvement.
- Strong domain expertise in omnichannel customer journeys, advanced routing, and contact center operational metrics enabling them to act as a trusted advisor.