Job Description

Job Description

Job Title

Sprinklr + Manager + I&P GN SONG

Management Level

Level 7 - Manager

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad / Kolkata

Must Have Skills

Sprinklr Unified CXM; Product Solution Consulting; Pre-Sales; Implementation; CCaaS Transformation; Customer Service Operations

Good To Have Skills

Salesforce and Adobe CRM Integrations; Cloud Contact Center Technologies; Workflow Automation; Workforce Optimization; Social Media Engagement; Unified Communications; Analytics

Job Summary

As a Sprinklr professional within the I&P Global Network Song practice, you will work with clients to design, build, and implement customer service transformation initiatives. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, CCaaS transformation, and business-value realization.

Roles & Responsibilities

Understand market and customer challenges and create business cases and strategic transformation roadmaps based on market trends.
Promote and deliver Sprinklr Unified CXM solutions through product demonstrations, partner training support, pricing strategies, documentation, and client engagement.
Build strategic relationships across the Sprinklr ecosystem and support partner activities.
Develop requirements based on leadership input, including performance reporting, problem solving, and conflict management.
Act as a Sprinklr Unified CXM subject matter expert across the CCaaS transformation delivery lifecycle.
Support client RFPs through presentations, technical workshops, proposal inputs, and proofs of concept.

Professional & Technical Skills

Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.
Experience implementing omnichannel self-service, IVR, and omnichannel orchestration routing using Sprinklr Unified CXM.
Hands-on experience solutioning voice and non-voice applications using Sprinklr Service solutions.
Knowledge of integrations between Sprinklr and CRM solutions such as Salesforce and Adobe.
Experience with IP telephony, intelligent routing, workflow automation, self-service, workforce optimization, outbound engagement, social engagement, digital channels, unified communications, and analytics.
Experience using Sprinklr products to automate customer service processes and improve interaction service, agent experience, and reporting.

Additional Information

Opportunity to work on transformative projects with key clients.
Potential to co-create with strategy leaders, industry experts, enterprise practitioners, and business intelligence professionals.
Opportunity to develop strategy and consulting acumen through personalized learning.
Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.

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