Brief Job Description:
We are looking for a results-driven Implementation Consultant with hands-on expertise in SaaS configuration to join our team. This role is key to driving successful onboarding, configuration, and adoption of the Sprinklr platform for our clients across multiple industries.
- Lead end-to-end implementation of Sprinklr's CCaaS solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.
- Define implementation strategy and solution architecture aligned with customer goals, industry standards, and best practices.
- Mentor and guide junior consultants, promoting excellence in configuration, client communication, and delivery methodologies.
- Own customer engagements as the primary senior point of contact, driving platform adoption, customer satisfaction, and solution alignment.
- Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that pre-empt issues and maximize client ROI.
- Conduct advanced health checks and audits for key customers; design remediation and enhancement plans to improve platform performance and adoption.
- Lead client discovery workshops, requirement gathering sessions, and strategic planning for roadmap alignment and value realization.
- Drive stakeholder alignment across product, engineering, and customer success teams to ensure seamless implementation and post-go-live support.
- Deliver expert-level consultation on Sprinklr capabilities, integrations, and CCaaS best practices.
- Establish trusted advisor relationships with customer champions and executive stakeholders.
Technical Skills
- Strong expertise in Sprinklr platform architecture across multiple modules.
- Hands-on with APIs, Webhooks, Middleware (MuleSoft, Boomi, Informatica, Azure Integration Services, etc.).
- Deep understanding of enterprise CRM (Salesforce/MS Dynamics/Oracle CX) and Contact Center platforms (Genesys, Avaya, Amazon Connect).
Soft Skills
- Excellent stakeholder management & communication.
- Strong documentation skills (HLD, LLD, Data Flow Diagrams, Sequence Diagrams).
- Ability to mentor and guide module consultants and integration specialists.
Experience Level
- 5-6 years total experience in enterprise SaaS/CRM/CXM architecture.
- 5+ years specifically with Sprinklr (or similar platforms like Salesforce Service Cloud, Adobe Experience Cloud, Genesys, Hootsuite Enterprise, Zendesk, etc.).
- Prior experience leading large-scale, multi-module, multi-country implementations.
Deliverables
- Writing BRS/BRD, FRS
- Solution Design Document (SDD)
- Integration Blueprint & Data Flow Architecture
- Security & Compliance Design
- Configuration Standards & Best Practices Guide
- Module-wise Architecture Sign-off Checklists
- Transition Playbook for Post-Go-Live Teams
Qualification:
- Strong analytical and problem-solving skills.
- Desire and ability to rapidly learn a wide variety of new technical skills.
- Self-motivated, takes initiative, assumes ownership.
- Enthusiastic, professional, with a focus on customer success
- Passion for solving client challenges and commitment to client delight
- Strong customer handling skills and willingness to serve customer across various time zones
Work Experience required:
- 5+ Years of experience in implementation of SaaS products
- Proven track record in leading complex implementation projects
- Deep understanding of social media platforms (Facebook, Twitter/X, Instagram, LinkedIn, etc.).
- Strong understanding of social media ecosystems, brand reputation management, customer engagement.
- Strong leadership, mentoring, and client-facing communication skills.
- Direct experience in working with a social media management software is a plus.
- Ability to manage multiple complex projects in a fast-paced, dynamic environment.
- Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.
- English language business proficiency mandatory
