Implementation Consultant Lead

Sprinklr is a leading AI‑native unified customer experience platform that empowers brands to deliver extraordinary experiences across every customer touchpoint.

Job Description

• Ensure Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr software based on customer use‑cases, industry and best practices.
• Act as the day‑to‑day internal escalation point and primary contact for clients, ensuring optimal client service related to platform performance, functionality, enhancements and configuration.
• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality.
• Collaborate 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 custom needs.
• 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.
• 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 customers across various timezones.
• French & English languages business proficiency mandatory.

Technical Skills

• 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 such as TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing.
• Knowledge of CTI or Voice recording products.
• Experience with VOIP, Dialer, ACD, IVR, SBC.
• Exposure to video conferencing, IM, Voicemail, DID, carriers, and VOIP/SIP.
• Knowledge of UCaaS, CPaaS platforms, cloud, Contact Center, integrations such as MS Teams, and analysis tools like Wireshark.
• Familiarity 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 and RTP packets.
• Experience in Groovy and JavaScript.

Professional Success Indicators

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

Work Authorization

Applicants must have current and unrestricted work authorization in the country where the role is based. We are unable to consider candidates who require visa sponsorship or work authorization support.

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, colour, 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.

Reasonable accommodations are available upon request during the interview process.