Senior Product & Implementation Consultant (Sprinklr)

About the role

We are seeking a Senior Product & Implementation Consultant to lead enterprise‑level digital customer engagement initiatives using Sprinklr. You will act as the business‑side subject matter expert, guiding clients through strategy, configuration, and adoption of omnichannel solutions.

Key responsibilities

• Serve as SME for Sprinklr’s enterprise customer engagement capabilities.
• Assess current omnichannel ecosystems and recommend optimization.
• Provide strategic advisory and hands‑on consulting across email, live chat, WhatsApp, voice, IVR, social media, web messaging, and emerging channels.
• Design and implement case‑management workflows, routing, SLAs, and escalation processes.
• Develop conversational AI solutions, including chatbots, GenAI agents, prompt engineering, and bot analytics.
• Optimize voice and IVR call flows, routing, and analytics.
• Establish KPI, analytics, and performance‑management frameworks with executive and operational dashboards.
• Introduce AI‑enabled best practices and drive continuous improvement road‑maps.
• Deliver knowledge transfer, governance, and change‑management support.

Required profile

• Minimum 3 years experience as a senior consultant on Sprinklr projects.
• 2‑4 years of enterprise customer‑engagement consulting experience.
• Strong hands‑on expertise with omnichannel platforms and case‑management, AI/chatbots, analytics, and reporting.
• Deep understanding of customer‑service operations and journey optimization.
• Proven ability to design executive dashboards and KPI frameworks.
• Excellent stakeholder management and workshop facilitation skills.

Required skills

• Sprinklr platform
• Omnichannel customer engagement tools
• Conversational AI (chatbots, GenAI, AI agents)
• Analytics and performance reporting
• Dashboard and KPI framework design
• Voice & IVR optimization