Managed Services Consultant - Sr

Overview

Support managed services delivery for Sprinklr CCaaS customers by configuring, optimizing, and maintaining platform solutions across digital and voice channels, with a focus on execution, operational stability, customer support, and ongoing platform adoption.

What you'll do

• Support configuration and maintenance of Sprinklr CCaaS solutions across chat, messaging, email, social, and voice channels.
• Execute platform updates aligned to defined solution blueprints, best practices, and core configuration architecture.
• Assist in configuring and maintaining routing logic, queues, IVR flows, case workflows, SLA rules, and escalations.
• Support bot workflows, automation rules, and bot-to-agent handoff configurations to improve operational efficiency.
• Identify basic platform gaps, configuration issues, and optimization opportunities, and recommend improvements aligned to customer requirements.
• Help maintain platform adoption by supporting users in understanding and using configured features effectively.
• Provide day-to-day support for post go-live enhancements, troubleshooting, and configuration changes.
• Assist in monitoring customer operations metrics such as SLA adherence, queue performance, response times, and agent productivity.
• Support basic API, CRM, and third-party integration activities, including validation and workflow coordination.
• Help onboard and train new agents, admins, and users on workflows, platform usage, and best practices.
• Work closely with Lead consultants and customer stakeholders to ensure configurations remain aligned to business needs and solution design.
• Support Customer Success and Sales teams by sharing platform adoption updates and operational insights where relevant.
• Document configurations, update process guides, and contribute to reusable knowledge and best practices.

What you'll need

• 3–5 years of experience in CCaaS, managed services, technical support, or platform operations.
• Working knowledge of Sprinklr CCaaS or similar platforms such as Genesys, Cisco, or other contact center technologies.
• Experience with queues, routing, workflows, dashboards, SLA setup, or case management.
• Foundational understanding of IVR, telephony concepts, chatbot workflows, and platform automation.
• Basic knowledge of API, CRM integration concepts, and cross-system workflow dependencies.
• Strong troubleshooting, documentation, and configuration support skills.

Nice to have

• Exposure to digital and social engagement channels.
• Understanding of customer support operations and service KPIs.
• Experience supporting user training and onboarding.
• Strong analytical and problem-solving capabilities.