Managed Services Consultant

Job description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Role Summary Support managed services delivery for Sprinklr CCaaS customers by configuring, optimizing, and maintaining platform solutions across digital and voice channels. Focus on execution, operational stability, customer support, and ongoing platform adoption. What You’ll Do Support configuration and maintenance of Sprinklr CCaaS solutions across chat, messaging, email, social, and voice channels. Execute platform updates aligned to defined solution blueprints, best practices, and core configuration architecture. Assist in configuring and maintaining routing logic, queues, IVR flows, case workflows, SLA rules, and escalations. Support bot workflows, automation rules, and bot-to-agent handoff configurations to improve operational efficiency. Identify basic platform gaps, configuration issues, and optimization opportunities, and recommend improvements aligned to customer requirements. Help maintain platform adoption by supporting users in understanding and using configured features effectively. Provide day-to-day support for post go-live enhancements, troubleshooting, and configuration changes. Assist in monitoring customer operations metrics such as SLA adherence, queue performance, response times, and agent productivity. Support basic API, CRM, and third-party integration activities, including validation and workflow coordination. Help onboard and train new agents, admins, and users on workflows, platform usage, and best practices. Work closely with Lead consultants and customer stakeholders to ensure configurations remain aligned to business needs and solution design. Support Customer Success and Sales teams by sharing platform adoption updates and operational insights where relevant. Document configurations, update process guides, and contribute to reusable knowledge and best practices. What Makes You Qualified? Must Have Qualifications 2+ years of experience in CCaaS, managed services, technical support, or platform operations. Working knowledge of Sprinklr CCaaS or similar platforms such as Genesys, Cisco, or other contact center technologies. Experience with queues, routing, workflows, dashboards, SLA setup, or case management. Foundational understanding of IVR, telephony concepts, chatbot workflows, and platform automation. Basic knowledge of API, CRM integration concepts, and cross-system workflow dependencies. Strong troubleshooting, documentation, and configuration support skills. Good to Have Skills Exposure to digital and social engagement channels. Understanding of customer support operations and service KPIs. Experience supporting user training and onboarding. Strong analytical and problem-solving capabilities. Who You Are Detail-oriented and hands-on with a strong execution mindset. Comfortable working in customer-facing, fast-paced support environments. A collaborative team player with growing technical and consulting skills. Focused on quality, platform stability, and customer success. What Success Looks Like Accurate and reliable platform configurations. Stable day-to-day CCaaS operations and timely issue resolution. Strong support for customer adoption and user onboarding. Consistent contribution to operational efficiency and customer outcomes. We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.