Managed Services Consultant - Sr

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.  By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.  Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.  Job Description Role Summary  Support managed services delivery for Sprinklr CCaaS customers by configuring, optimizing, and maintaining platform solutions across digital and voice channels. 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 Makes You Qualified?  Must Have Qualifications  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.