Managed Services Consultant - Lead

About the role

Lead managed services delivery for Sprinklr CCaaS customers, 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.

What you'll do

• Own and manage end-to-end configurations across omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation
• Manage and maintain core configuration architecture, ensuring alignment with customer blueprints, supportability, and scalability standards
• Configure and optimize advanced routing models including skills-based routing, priority logic, queue segmentation, and escalation workflows
• Design and enhance IVR flows, voice queue logic, call routing paths, and contact center workflow automation
• Build and optimize bot workflows, conversational AI journeys, and automation frameworks to improve containment, productivity, and customer experience

What you need

• 5–9 yrs of experience
• Stakeholder management
• Process improvement
• CRM
• Customer success
• Problem solving
• Cross-selling
• Any graduate