Senior Implementation Consultant, CCaaS in München bei Sprinklr

Sprinklr

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through

The Sprinklr Way

Job Description

What will you do :

The CCaaS Implementation Consultant ensures Sprinklr customers receive the best onboarding experience and value by effectively deploying Sprinklr 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.

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. This includes:

Provide social insights and recommendations to support clients’ business practices
Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s 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 advise to clients about Sprinklr platform during different phases of project implementation

What makes you qualified?

Strong analytical and problem-solving skills.
Excellent communication skills, both written and verbal.
A drive to dig into the details of a system or process to solve customer problems.
Desire and ability to rapidly learn a wide variety of new technical skills.
Self-motivated, takes initiative, assumes ownership.

Ability to work in a highly collaborative and fast-paced environment.
Enthusiastic, professional, with a focus on customer success
Excellent listening skills to fully understand the customer value requirements
Passion for solving client challenges and commitment to client delight

Strong customer handling skills and willingness to serve customer across various timezones
German & English languages business proficiency mandatory

Technical Skills

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.