Implementation Consultant Lead

Implementation Consultant

This role ensures Sprinklr customers receive the best onboarding experience and value by deploying Sprinklr software based on customer use‑cases, industry and best practices.

Responsibilities

• Deploy Sprinklr software covering various brands and industries following high standards of delivery and quality.
• Serve as the day‑to‑day internal escalation point and main contact for clients, ensuring optimal service related to platform performance, functionality, enhancements, and configuration.
• Configure the Sprinklr product for various brands and industry use cases, adhering to best practices and client custom needs.
• Collaborate with the team to develop and document best practices for product configuration.
• Work with teams to understand product adoption across 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 primary business use cases and platform functionalities.
• Perform health checks of existing customers requiring platform upgrades and suggest solutions based on best practices.
• Ensure that all client users are trained and educated during customer onboarding.
• Anticipate future client needs or business requirements during platform deployment.
• Provide consulting advice to clients during different phases of project implementation.

Qualifications & Skills

• Strong analytical and problem‑solving skills.
• Excellent communication skills in French and English (written and verbal).
• Detail‑oriented system and process thinker capable of solving customer problems.
• Self‑motivated, proactive, takes initiative and assumes ownership.
• Collaborative and thrives in a highly collaborative and fast‑paced environment.
• Enthusiastic, professional, with a focus on customer success.
• Excellent listening skills to fully understand customer value requirements.
• Passionate about solving client challenges and committed to client delight.
• Strong customer handling skills and willingness to serve customers across various time zones.
• French & English business proficiency mandatory.
• Experience deploying Voice and Non‑Voice Contact Center applications (e.g., Gensys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral).
• Good knowledge of Voice protocols: TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.
• Knowledge of CTI or Voice recording products.
• Experience on VOIP, Dialer, ACD, IVR, SBC, video conferencing, IM, Voicemail, DID, carriers.
• Knowledge of UCaaS, CPaaS platforms, cloud, Contact Center, integrations like MS Teams, and analysis tools (e.g., 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 development and deployment of code interacting with SIP protocols and RTP packets.
• Experience in Groovy and JavaScript.
• Ability to adapt and operate effectively in ambiguous or rapidly changing environments.
• Ability to work effectively under tight deadlines and juggle multiple assignments simultaneously.

Additional Requirements

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.

EEO Statement

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. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.