Implementation Consultant Lead, Sprinklr
More information about location
AI-native platform for Unified Customer Experience Management
Open for applications
AI-native platform for Unified Customer Experience Management
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Role
Who you are
- Strong analytical and problem-solving skills
- Excellent communication skills in French and English, both written and verbal
- A drive to dig into the details of a system or process to solve customer problems
- Desire and ability to rapidly learn a wide variety of new technical skills
- Self-motivated, takes initiative, assumes ownership
- Ability to work in a highly collaborative and fast-paced environment
- Enthusiastic, professional, with a focus on customer success
- Excellent listening skills to fully understand the customer value requirements
- Passion for solving client challenges and commitment to client delight
- Strong customer handling skills and willingness to serve customer across various timezones
- French & English languages business proficiency mandatory
- Experience deploying Voice and Non Voice Contact center applications like Gensys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc
- Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
- Should have knowledge in CTI or Voice recording products
- Experience on VOIP, Dialer, ACD , IVR, SBC
- Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP
- Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc
- Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management
- Experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like
- Have experience in Groovy and Javascript
What the job involves
- The Implementation Consultant ensures Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use-cases, industry and best practices
- The consultant also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence
- Configure the Sprinklr product for various brands and industries following high standards of delivery and quality
- Constant learning and collaborating with the team to develop best practices on product configuration
- Work as a team to understand product adoption by various brands and establish standard practices to improve adoption
- Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This includes:
- Provide social insights and recommendations to support clients’ business practices
- Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities
- Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs
- Ensure that all client users during customer onboarding are trained and educated properly on the platform & establish a relationship built on trust with client champions
- Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements that may occur
- Provide consulting advise to clients about Sprinklr platform during different phases of project implementation
- Customer-obsessed mindset to deliver value & able to adapt and operate effectively in ambiguous or rapidly changing environments
- Capable to work effectively under tight deadlines and juggle several assignments simultaneously
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonalds, Marriott and more.
The company has also garnered enormous investments over the last decade, and is now valued at $1.3B. With over 1,000 enterprises globally, including over 50% of the Fortune 100, the company is poised well to continue with its established success.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company HQ
Hell's Kitchen, New York, NY
Leadership
Rory Read
(CEO & President)Previously, Rory was CEO of Vonage/Ericsson. Prior to that, he spent 5 years at Dell in various roles, including COO and EVP Chief Integration Officer.
Anthony Coletta
(CFO)Prior to joining Sprinklr in 2025, Anthony spent 18 years at SAP, joining in 2006 as a Senior Controller of Field Organisation & Global Functions before working his way up to the role of Chief Investor Relations Officer.
Amitabh Misra
(CTO)Amitabh previously served as the VP of Engineering, Experience Cloud at Adobe and as the CTO, Chief Architect and Head of Engineering at Snapdeal. He also Founded GoFro where he served as the CEO for 3 years.
Arun Pattabhiraman
(CMO)Previously, Arun was an Advisor at ThoughtSpot, a CGO at Freshworks, and CMO at Hotstar. He also spent nearly 7 years at InMobi in various roles, including Director of Product Marketing and CMO.
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