Implementation Consultant

Candidates With Max 1 Month of Notice is preferable.

Job Summary:

The Implementation Consultant ensures customers receive the best onboarding experience and value by effectively deploying software based on customer use-cases, industry and best practices. The consultant also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.

Key Responsibilities:

• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality
• Constant learning and collaborating 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
• Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping.
• Provide social insights and recommendations to support clients business practices
• Design and configure the appropriate product solution to meet all requirements based on best practices and clients custom needs, adhering to primary business use cases and platform functionalities
• 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 & 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 product platform during different phases of project implementation

Required Skill set:

• Must have 3-5 years of expertise in Product Implementation
• 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 like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
• Should have knowledge in CTI or Voice recording products
• Experience on VOIP, Dialer, ACD , IVR, SBC
• Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
• Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.
• Familiar 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, rtp packets, and the like.
• Have experience in Groovy and Javascript
• Experience on products like Five9, Genesys, Qualtrics, Medallion, NICE, Ticketing Systems

Preferred Qualifications:

• Bachelors Degree
• Willingness to work in Night Shifts
• Familiarity with Product / Application support