Implementation Consultant Lead

Job Description

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.

Responsibilities

• 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.
• 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 and 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 advice to clients about Sprinklr platform during different phases of project implementation.

Qualifications

• 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, and 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 customers across various time zones.
• French & English languages business proficiency mandatory.

Technical Skills

• Experience deploying voice and non‑voice contact center applications such as 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 and audio processing.
• Knowledge in CTI or voice recording products.
• Experience with 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 such as MS Teams, and analysis tools like Wireshark.
• Familiar with Salesforce Service Cloud or similar CRM systems, knowledge base 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.
• Experience in Groovy and JavaScript.

Success Criteria

• Customer‑obsessed mindset to deliver value and able to adapt and operate effectively in ambiguous or rapidly changing environments.
• Capable of working effectively under tight deadlines and juggling several assignments simultaneously.

Visa Sponsorship

Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.

Benefits

We offer a comprehensive suite of benefits designed to help each member of our team thrive, including voluntary healthcare coverage (where applicable), paid time off, and an open mentoring program.

Equal Employment Opportunity

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.

Recruiting Scams Warning

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.