AccentureI&P GN - SONG - Service - Sprinklr - Manager
About this role
Job Description
Job Title
Sprinklr + Manager + I&P GN SONG
Management Level
Level 7 - Manager
Location
Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad / Kolkata
Must have skills
Sprinklr Unified CXM; Product Solution Consulting; Pre-Sales; Implementation; CCaaS Transformation; Customer Service Operations
Good to have skills
Salesforce and Adobe CRM Integrations; Cloud Contact Center Technologies; Workflow Automation; Workforce Optimization; Social Media Engagement; Unified Communications; Analytics
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.
Additional Information
- Opportunity to work on transformative projects with key clients.
- Potential to co-create with strategy leaders, industry experts, enterprise practitioners, and business intelligence professionals.
- Opportunity to develop strategy and consulting acumen through personalized learning.
- Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.