Managed Services Consultant - Sr
Core
Configure, optimize, and maintain Sprinklr CCaaS platform solutions for enterprise customers across digital and voice channels to ensure operational stability and support adoption.
Role type
Senior Managed Services Consultant (CCaaS)
Builds
Configured contact center solutions for enterprise brands
Domain
Customer Experience Management (CXM) / Contact Center as a Service (CCaaS)
Required skills
CCaaS platform configuration, routing logic setup, IVR flow design, bot workflow configuration, SLA rule definition, API integration basics, CRM integration concepts, troubleshooting, documentation, user training
Preferred skills
Digital and social engagement channel experience, customer support operations knowledge, user onboarding experience, analytical problem-solving
Technologies
Sprinklr CCaaS, Genesys, Cisco, chatbots, IVR, CRM, APIs
Responsibilities
Configure and maintain routing, queues, IVR flows, case workflows, and SLA rules; Support bot workflows and automation; Monitor customer operations metrics; Assist in API and CRM integration validation; Onboard and train new agents and admins; Document configurations and process guides.
Seniority
Senior, hands-on IC