Job Description
Description
Role Summary
Lead managed services delivery for SprinklrCCaaScustomers, driving platform configuration, optimization, and adoption across digital and voice ecosystems. Act as a hands-on solution lead ensuring scalable design, strong customer outcomes, and continuous value realization.
WhatYou’llDo
Translate customer business requirements intobest-practiceCCaaSsolutionsaligned to Sprinklr capabilities and defined solution blueprints.
Own and manageend-to-end configurationsacross omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation.
Manage andmaintaincore configuration architecture, ensuring alignment with customer blueprints, supportability, and scalability standards.
Configure andoptimizeadvanced routing modelsincluding skills-based routing, priority logic, queue segmentation, and escalation workflows.