We are seeking a
Customer Experience Management (CXM) Consultant
with expertise in
Sprinklr Unified CXM solutions
to drive strategic transformation initiatives and support
contact center modernization
. This role requires deep knowledge of
customer service operations, omnichannel self-service, and IVR orchestration
, along with experience in
partner support, RFPs, and solution consulting
.
- Key Responsibilities:
  
  Market & Business Strategy
- Analyze
  market trends and customer challenges
  to create
  business cases and strategic transformation roadmaps
  .
- Identify
  CX gaps
  and
  recommend data-driven improvements
  for customer service operations.
- Required Skills & Expertise:
  
  Experience in
  Customer Service Operations
  within
  Contact Center Transformation
  . Hands-on experience with
  Sprinklr Unified CXM solutions
  . Knowledge of
  IVR, omnichannel orchestration, and customer journey optimization
  . Strong
  presentation, RFP writing, and client-facing skills
  . Ability to
  translate customer needs into strategic solutions
  .
  
  Good to Have:
  
  Experience with
  CCaaS (Contact Center as a Service) platforms
  . Technical expertise in
  AI-powered customer engagement solutions
  . Background in
  customer service process benchmarking
  and best practices.
  
  Partner & Stakeholder Collaboration
- Build and
  strengthen strategic relationships
  with Sprinklr ecosystem partners.
- Develop
  performance reporting metrics
  and handle
  conflict resolution
  in customer engagements.
- Client Engagement & Solution Consulting
- Lead
  technical workshops, product demonstrations, and Proof of Concepts (POC)
  for customers.
- Craft and deliver RFP responses
  , highlighting the business value of Sprinklr solutions.
- Address
  customer objections
  with a clear, technical benefits assessment.
- Sprinklr Unified CXM Implementation & Consulting
- Act as a
  subject matter expert
  in
  Sprinklr Unified CXM solutions
  , driving
  contact center transformation
  across the entire delivery lifecycle.
- Support
  omnichannel self-service/IVR design and orchestration
  , optimizing
  voice and non-voice
  channels (SMS, Email, Chat, etc.).
- Assist in
  partner training, product demonstrations, and pricing strategies
  for Sprinklr solutions.

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