Implementation Consultant - Lead

Job Description
What will you do :

The Implementation Consultant ensures Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use‑cases, industry and best practices. The consultant also acts as the day‑to‑day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.

Configure the Sprinklr product for various brands and industries following high standards of delivery and quality

Constant learning and collaborating with the team to develop best practices on product configuration

Work as a team to understand product adoption by various brands and establish standard practices to improve adoption

Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:

Provide social insights and recommendations to support clients’ business practices

Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities

Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs.

Ensure that all client users during customer onboarding are trained and educated properly on the platform & establish a relationship built on trust with client champions

Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements that may occur

Provide consulting advise to clients about Sprinklr platform during different phases of project implementation

What makes you qualified?

Strong analytical and problem‑solving skills.

Excellent communication skills in Spanish and English, both written and verbal.

A drive to dig into the details of a system or process to solve customer problems.

Desire and ability to rapidly learn a wide variety of new technical skills.

Self‑motivated, takes initiative, assumes ownership.

Ability to work in a highly collaborative and fast‑paced environment.

Enthusiastic, professional, with a focus on customer success

Excellent listening skills to fully understand the customer value requirements

Passion for solving client challenges and commitment to client delight

Strong customer handling skills and willingness to serve customer across various timezones

Spanish & English languages business proficiency mandatory.

Technical Skills

Experience deploying Voice and Non Voice Contact center applications like Gensys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc.

Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing

Should have knowledge in CTI or Voice recording products

Experience on VOIP, Dialer, ACD , IVR, SBC

Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.

Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.

Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management

Experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.

Have experience in Groovy and Java script

You know You're Successful

Customer‑obsessed mindset to deliver value & able to adapt and operate effectively in ambiguous or rapidly changing environments

Capable to work effectively under tight deadlines and juggle several assignments simultaneously

Please note:

We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.

We invest in our people:
We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr…