Managed Services Consultant - Lead

Overview

Lead managed services delivery for Sprinklr CCaaS customers, driving platform configuration, optimization, and adoption across digital and voice ecosystems, acting as a hands-on solution lead.

What you'll do

• Translate customer business requirements into best-practice CCaaS solutions aligned to Sprinklr capabilities and defined solution blueprints.
• Own and manage end-to-end configurations across omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation.
• Manage and maintain core configuration architecture, ensuring alignment with customer blueprints, supportability, and scalability standards.
• Configure and optimize advanced routing models including skills-based routing, priority logic, queue segmentation, and escalation workflows.
• Design and enhance IVR flows, voice queue logic, call routing paths, and contact center workflow automation.
• Build and optimize bot workflows, conversational AI journeys, and automation frameworks to improve containment, productivity, and customer experience.
• Drive platform adoption by aligning features to customer use cases, usage patterns, and operational objectives.
• Monitor and improve contact center operational metrics such as SLA adherence, AHT, queue performance, response times, productivity, and CSAT.
• Identify platform gaps and optimization opportunities and implement best practice solutioning to improve efficiency and service outcomes.
• Manage post go-live changes, releases, configuration updates, and continuous platform improvements across the customer lifecycle.
• Support and guide API, CRM, telephony, and third-party system integrations to enable connected workflows and unified service operations.
• Lead training and onboarding sessions for agents, admins, and customer teams to drive adoption of workflows, tools, and operating practices.
• Partner with Sales and Customer Success teams to identify new opportunities, drive platform consumption, and support upsell/cross-sell discussions.
• Act as the primary technical and functional point of contact, advising stakeholders on solution design, adoption strategy, and operational improvements.
• Leverage AI and automation opportunities to improve ROI, efficiency, and service performance.

What you'll need

• 5+ years of experience in managed services, CCaaS, or technology consulting.
• Strong hands-on experience with Sprinklr CCaaS or similar platforms such as Genesys, Cisco Webex Contact Center, Twilio Flex, or comparable solutions.
• Strong knowledge of IVR, routing strategies, queue management, chatbot workflows, case management, and SLA configurations.
• Experience designing and supporting omnichannel customer journeys across digital and voice channels.
• Understanding of telephony concepts such as VoIP, SIP, CTI, and ACD.
• Experience with API, CRM, and third-party integrations.
• Hands-on experience in system configuration, troubleshooting, and performance optimization.
• Strong communication and stakeholder management skills with the ability to translate business needs into platform solutions.

Nice to have

• Exposure to AI-driven support models, automation use cases, and digital deflection strategies.
• Experience with social and digital engagement platforms.
• Strong analytical and problem-solving mindset with understanding of customer service KPIs.
• CCaaS certifications such as Genesys, Cisco, or Avaya preferred.

Details

• Location: Gurgaon, Haryana, India.