Managed Services Consultant - Lead
Core
Lead managed services delivery for Sprinklr CCaaS customers, driving platform configuration, optimization, and adoption across digital and voice ecosystems.
Role type
Senior IC Managed Services Consultant (CCaaS)
Builds
Scalable, optimized CCaaS solutions for enterprise brands
Domain
Customer Experience Management (CXM) / Contact Center as a Service (CCaaS)
Required skills
CCaaS platform configuration, omnichannel workflow design, IVR and routing logic, bot workflow automation, API/CRM integrations, telephony concepts (VoIP, SIP, CTI, ACD), operational metrics analysis, stakeholder management
Preferred skills
AI-driven support models, social engagement platforms, CCaaS certifications (Genesys, Cisco, Avaya)
Technologies
Sprinklr, Genesys, Cisco Webex Contact Center, Twilio Flex
Responsibilities
Translate business requirements into best-practice CCaaS solutions, manage end-to-end configurations across omnichannel workflows, optimize advanced routing models and IVR flows, build and optimize bot workflows, monitor and improve operational metrics, support system integrations, lead training and onboarding sessions, partner with Sales and Customer Success teams
Seniority
Senior, hands-on IC
