Role: CX Product Consultant
About Raptor
We are a team of seasoned professionals, deeply experienced in delivering AI and CCaaS solutions such as Sprinklr. Our expertise spans from designing the right strategy for contact center solutions to contact center operations, customer experience, and value realization, enabling us to provide actionable insights and measurable impact. We are currently engaged with clients across multiple sectors and multiple geographies, driving innovation and operational excellence hand in hand
Responsibilities
- Architect, configure and deploy CXM platform solutions for enterprise clients, ensuring strategic alignment with business objectives
- Develop documentation such as solution designs, configuration guides, and training
- Translate unique industry, business, management and regulatory requirements into scalable, efficient platform setups
- Lead and manage System Integration Testing (SIT) and User Acceptance Testing (UAT), covering planning, execution, and closure
- Collaborate with Project Managers, other Consultants, Product and Developers to provide regular project updates and deliver high-quality solutions
- Conduct platform walkthroughs, training sessions, and client workshops
- Troubleshoot configuration issues to maintain optimal performance
- Mentor, train and guide junior consultants on product and implementation methodologies
- Stay current with the latest product features and industry best practices to continuously enhance implementation quality and effectiveness
Relevant skills and qualifications
- Bachelor's Degree
- 2-4 years of experience in SaaS implementation, preferably with CXM and CCaaS platforms
- Excellent problem-solving and analytical skills
- Excellent written and verbal communication skills, with strong client-facing capabilities
- Experience in workflow design, automation, and platform integrations
- Confidence and accountability to independently lead projects and manage client relations
- Skilled in handling multiple projects and priorities within a fast-paced environment
- Readiness to put in extra hours when needed to meet critical deadlines
