Job Description
<p>Brief Job Description : <br/><br/> We are looking for a results-driven Implementation Consultant with hands-on expertise in SaaS configuration to join our team.<br/><br/> This role is key to driving successful onboarding, configuration, and adoption of the Sprinklr platform for our clients across multiple industries.<br/><br/>- Lead end-to-end implementation of Sprinklr's CCaaS solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.<br/><br/>- Define implementation strategy and solution architecture aligned with customer goals, industry standards, and best practices.<br/><br/>- Mentor and guide junior consultants, promoting excellence in configuration, client communication, and delivery methodologies.<br/><br/>- Own customer engagements as the primary senior point of contact, driving platform adoption, customer satisfaction, and solution alignment.<br/><br/>- Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that pre-empt issues and maximize client ROI.<br/><br/>- Conduct advanced health checks and audits for key customers; design remediation and enhancement plans to improve platform performance and adoption.<br/><br/>- Lead client discovery workshops, requirement gathering sessions, and strategic planning for roadmap alignment and value realization.<br/><br/>- Drive stakeholder alignment across product, engineering, and customer success teams to ensure seamless implementation and post-go-live support.<br/><br/>- Deliver expert-level consultation on Sprinklr capabilities, integrations, and CCaaS best practices.<br/><br/>- Establish trusted advisor relationships with customer champions and executive stakeholders.<br/><br/> Technical Skills :<br/><br/>- Strong expertise in Sprinklr platform architecture across multiple modules.<br/><br/>- Hands-on with APIs, Webhooks, Middleware (MuleSoft, Boomi, Informatica, Azure Integration Services, etc.<br/><br/>- Deep understanding of enterprise CRM (Salesforce/MS Dynamics/Oracle CX) and Contact Center platforms (Genesys, Avaya, Amazon Connect).<br/><br/> Soft Skills :<br/><br/>- Excellent stakeholder management & communication.<br/><br/>- Strong documentation skills (HLD, LLD, Data Flow Diagrams, Sequence Diagrams).<br/><br/>- Ability to mentor and guide module consultants and integration specialists.<br/><br/> Experience Level :<br/><br/>- 5-6 years total experience in enterprise SaaS/CRM/CXM architecture.<br/><br/>- 5+ years specifically with Sprinklr (or similar platforms like Salesforce Service Cloud, Adobe Experience Cloud, Genesys, Hootsuite Enterprise, Zendesk, etc.<br/><br/>- Prior experience leading large-scale, multi-module, multi-country implementations.<br/><br/> Deliverables.<br/><br/>- Writing BRS/BRD, FRS.<br/><br/>- Solution Design Document (SDD).<br/><br/>- Integration Blueprint & Data Flow Architecture.<br/><br/>- Security & Compliance Design.<br/><br/>- Configuration Standards & Best Practices Guide.<br/><br/>- Module-wise Architecture Sign-off Checklists.<br/><br/>- Transition Playbook for Post-Go-Live Teams.<br/><br/> Qualification : .<br/><br/>- Strong analytical and problem-solving skills.<br/><br/>- Desire and ability to rapidly learn a wide variety of new technical skills.<br/><br/>- Self-motivated, takes initiative, assumes ownership.<br/><br/>- Enthusiastic, professional, with a focus on customer success.<br/><br/>- Passion for solving client challenges and commitment to client delight.<br/><br/>- Strong customer handling skills and willingness to serve customer across various time zones.<br/><br/>Work Experience required : .<br/><br/>- 5+ Years of experience in implementation of SaaS products.<br/><br/>- Proven track record in leading complex implementation projects.<br/><br/>- Deep understanding of social media platforms (Facebook, Twitter/X, Instagram, LinkedIn, etc.<br/><br/>- Strong understanding of social media ecosystems, brand reputation management, customer engagement.<br/><br/>- Strong leadership, mentoring, and client-facing communication skills.<br/><br/>- Direct experience in working with a social media management software is a plus.<br/><br/>- Ability to manage multiple complex projects in a fast-paced, dynamic environment.<br/><br/>- Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.<br/><br/>- English language business proficiency mandatory.<br/></p> (ref:hirist.tech)