Senior Product and Implementation Consultant

About the Role

We are seeking a Senior Product and Implementation Consultant to lead enterprise-level digital customer engagement and optimize omnichannel excellence using Sprinklr technology. The role involves acting as a business-side Subject Matter Expert (SME) to enhance and streamline customer engagement capabilities for a client.

Key Responsibilities

• Serve as the business SME for Sprinklr-based customer engagement solutions at an enterprise level.
• Evaluate the client's existing omnichannel customer engagement framework and identify areas for improvement.
• Provide strategic guidance and practical consulting services across all aspects of customer engagement.
• Refine business processes, workflows, automation, and governance structures to drive efficiency.
• Develop enterprise-wide KPIs, analytics, and performance management systems.
• Implement best practices in AI-driven customer engagement and omnichannel operational excellence.
• Conduct knowledge transfer to enable sustainable internal capabilities and long-term system adoption.

Scope of Services

• Conduct platform assessments and configuration reviews, recommending business optimizations accordingly.
• Manage omnichannel engagement channels including Email, Live Chat, WhatsApp, Voice, IVR, Social Media, Web Messaging, Contact Forms, and future channels.
• Oversee case management aspects such as routing, queues, SLAs, prioritization, escalations, and case lifecycle management.
• Develop and optimize conversational AI solutions including chatbots, Generative AI, AI agents, prompt engineering, conversation design, bot analytics, and knowledge management.
• Enhance voice and IVR systems covering call flow design, routing strategies, callback options, and voice analytics.
• Create analytics and performance management tools including dashboards for executives, operations, team leaders, plus agent scorecards and KPI governance.
• Implement Voice of Customer (VoC) tools such as customer satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), surveys, sentiment analysis, and customer insights.
• Automate workflows through business rules, notifications, and process improvements.
• Advise on integration with CRM systems and other enterprise applications.
• Manage business governance and change management focusing on release validation and administrative standards.
• Develop continuous improvement roadmaps and innovation strategies.

Required Qualifications

• More than 3 years of experience as a senior consultant, especially with Sprinklr solutions.
• Between 2 and 4 years of experience consulting on enterprise customer engagement using Sprinklr.
• Strong practical expertise with Sprinklr’s omnichannel customer engagement platform.
• Competence across key omnichannel components, including case management, AI/chatbots, analytics, and performance reporting.
• Robust understanding of customer service operations and optimizing customer journeys.
• Skilled in designing executive dashboards and KPI measurement frameworks.
• Excellent abilities in stakeholder management and conducting workshops.