• A minimum of 8 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking, and indepth 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 solution to automate customer service processes like Interaction Service enhancement, Agent experience. Reporting etc.

  • Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends. 

  • Help in promoting and providing Sprinklr Unified CXM solutions to customers: Collaborate with the Sprinklr Ecosystem including product demonstrations, partner training assistance, pricing strategies, documentation, and client engagement.

  • Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.

  • Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management

  • Act as a subject matter expert on Sprinklr Unified CXM: providing expertise on CCaaS transformation client projects across the entire delivery lifecycle.

  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. 

Job Title - Sprinklr + Level 7 (Manager) + Entity (S&C GN)

Management Level: Level 7 - Manager

Location: Mumbai, Bangaluru, Gurgaon, Pune, Hyderabad and Chennai

Must have skills: Sprinklr Ccaas

Good to have skills: Sprinklr

Join our team of SONG consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change. 

Practice: SONG I Areas of Work: Sprinklr- Product Solution Consulting, Pre-Sales &

Implementation | Level: Manager | Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 8+ years