Lead - Managed Services Consultant
Core
Lead Managed Services Consultant ensuring customer value, retention, and business expansion through end-to-end platform configuration and solution design.
Role type
Senior Managed Services Consultant (CCaaS/Unified-CXM)
Builds
End-to-end Sprinklr Unified-CXM solutions for enterprise brands
Domain
Customer Experience Management (Unified-CXM) / Cloud Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | client delivery
Required skills
Managed services consulting, CCaaS technologies (IVR, call routing, AI integrations), cloud communication platforms, system configuration, troubleshooting, performance optimization, stakeholder management, business challenge analysis, solution translation
Preferred skills
Social media management software experience, product acumen, multilingual capabilities, CCaaS certifications (Genesys, Cisco, Avaya)
Technologies
Sprinklr, Genesys Cloud CX, Cisco Webex Contact Center, Twilio Flex, IVR, VoIP, SIP, Chatbots
Responsibilities
Identify and articulate customer requirements to generate end-to-end solutions; Develop deep understanding of customer needs and tie them to Sprinklr use cases; Design and configure appropriate solutions to fulfill client expectations; Own and deliver end-to-end configuration of solutions; Handle post go-live change management; Act as day-to-day contact for stakeholders; Analyze and elevate customer consumption and adoption; Provide oversight on software deployment enablement; Identify opportunities to improve operational efficiencies using AI; Establish and nurture senior level relationships; Capture development areas for product improvement; Provide ongoing training support; Identify opportunities for customer references.
Seniority
Senior, hands-on IC