I&P - GN - SONG - Service - Sprinklr – Senior Manager

Job Summary

As a Sprinklr professional within the I&P Global Network Song practice, you will work with clients to design, build, and implement customer service transformation initiatives. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, CCaaS transformation, and business-value realization.

Roles & Responsibilities

· Understand market and customer challenges and create business cases and strategic transformation roadmaps based on market trends. · Promote and deliver Sprinklr Unified CXM solutions through product demonstrations, partner training support, pricing strategies, documentation, and client engagement. · Build strategic relationships across the Sprinklr ecosystem and support partner activities. · Develop requirements based on leadership input, including performance reporting, problem solving, and conflict management. · Act as a Sprinklr Unified CXM subject matter expert across the CCaaS transformation delivery lifecycle. Support client RFPs through presentations, technical workshops, proposal inputs, and proofs of concept

Professional & Technical Skills

· Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development. · Experience implementing omnichannel self-service, IVR, and omnichannel orchestration routing using Sprinklr Unified CXM. · Hands-on experience solutioning voice and non-voice applications using Sprinklr Service solutions. · Knowledge of integrations between Sprinklr and CRM solutions such as Salesforce and Adobe. · Experience with IP telephony, intelligent routing, workflow automation, self-service, workforce optimization, outbound engagement, social engagement, digital channels, unified communications, and analytics. · Experience using Sprinklr products to automate customer service processes and improve interaction service, agent experience, and reporting.