1. Consultant / Senior Consultant

2. Should have prior experience in Customer Experience Management using Sprinklr

3. 10-18 years of experience

4. MBA + Engineering - From Tier 1 B Schools

Bring your best skills forward to excel at the role:

• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
• Experience implementing Omnichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience with Sprinklr Unified CXM.
• In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.)
• Contribute to client RFP by crafting and delivering engaging presentations, facilitating detailed technical workshops, assisting in RFPs, and executing Proofs of Concept (POC) to showcase Sprinklr solutions and their alignment with customer needs.
• Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
• Knowledge of solution designs that include integrations between Sprinklr and 3rd party solutions for CRM, such as Salesforce and Adobe
• Experience with Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Workflow Automation, Self Service, Workforce Optimization, Outbound Engagement, Social Media Engagement, Digital (DX), Unified communications (UC) and Analytics.

Your experience counts!

• MBA from a tier 1 institute
• A minimum of 8 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking, and in-depth understanding and know-how of Customer Service Operations, Cross-industry experience is preferred.
• Functional and hands-on experience in Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Sprinklr Service solutions.
• Experience in leveraging Sprinklr product solutions to automate customer service processes like Interaction Service enhancement, Agent experience. Reporting etc.