{"id":3331357,"url":"https://alion.io/job/sprinklr-managed-services-consultant-lead-3","title":"Managed Services Consultant - Lead","company":{"id":805,"name":"Sprinklr","domain":"sprinklr.com","url":"https://alion.io/company/sprinklr","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":14,"ghost_share":0,"stale_share":0.714,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Twilio","optional":false},{"name":"Bitcoin","optional":true}],"status":"live","first_seen_at":"2026-10-27T12:12:41Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T18:00:18Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint.\nBy combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights.\nToday, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.\nJob Description\nRole Summary\nLead 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. \nWhat You’ll Do \n\nTranslate customer business requirements into best-practice CCaaS solutions aligned to Sprinklr capabilities and defined solution blueprints. \nOwn and manage end-to-end configurations across omnichannel workflows, routing, IVR, case management, SLA frameworks, and automation. \nManage and maintain core configuration architecture, ensuring alignment with customer blueprints, supportability, and scalability standards. \nConfigure and optimize advanced routing models including skills-based routing, priority logic, queue segmentation, and escalation workflows. \nDesign and enhance IVR flows, voice queue logic, call routing paths, and contact center workflow automation. \nBuild and optimize bot workflows, conversational AI journeys, and automation frameworks to improve containment, productivity, and customer experience. \nDrive platform adoption by aligning features to customer use cases, usage patterns, and operational objectives. \nMonitor and improve customer contact center operational metrics such as SLA adherence, AHT, queue performance, response times, productivity, and CSAT. \nIdentify platform gaps and optimization opportunities and implement best practice solutioning to improve efficiency and service outcomes. \nManage post go-live changes, releases, configuration updates, and continuous platform improvements across the customer lifecycle. \nSupport and guide API, CRM, telephony, and third-party system integrations to enable connected workflows and unified service operations. \nLead training and onboarding sessions for agents, admins, and customer teams to drive adoption of workflows, tools, and operating practices. \nPartner with Sales and Customer Success teams to identify new opportunities, drive platform consumption, and support upsell/cross-sell discussions. \nAct as the primary technical and functional point of contact, advising stakeholders on solution design, adoption strategy, and operational improvements. \nLeverage AI and automation opportunities to improve ROI, efficiency, and service performance. \nWhat Makes You Qualified?\nMust Have Qualifications\n5+ years of experience in managed services, CCaaS, or technology consulting. \nStrong hands-on experience with Sprinklr CCaaS or similar platforms such as Genesys, Cisco Webex Contact Center, Twilio Flex, or comparable solutions. \nStrong knowledge of IVR, routing strategies, queue management, chatbot workflows, case management, and SLA configurations. \nExperience designing and supporting omnichannel customer journeys across digital and voice channels. \nUnderstanding of telephony concepts such as VoIP, SIP, CTI, and ACD. \nExperience with API, CRM, and third-party integrations. \nHands-on experience in system configuration, troubleshooting, and performance optimization. \nStrong communication and stakeholder management skills with the ability to translate business needs into platform solutions. \nGood to Have Skills\nExposure to AI-driven support models, automation use cases, and digital deflection strategies. \nExperience with social and digital engagement platforms. \nStrong analytical and problem-solving mindset with understanding of customer service KPIs. \nCCaaS certifications such as Genesys, Cisco, or Avaya preferred. \nWho You Are \n\nA strong technical consultant with an ownership mindset. \nAble to independently manage customer outcomes and multiple engagements. \nSkilled at balancing hands-on delivery with stakeholder engagement and solution guidance. \nCustomer-focused, solution-oriented, and driven by continuous improvement. \nWhat Success Looks Like \n\nHigh platform adoption and improved operational performance across customer accounts. \nStrong customer retention and measurable expansion opportunities. \nSuccessful delivery of scalable, optimized, and well-governed CCaaS solutions. \nRecognition as a trusted advisor for day-to-day platform and service improvements. \nWe focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:\nLead a new category of enterprise software that we call Unified-CXM.\n\nEmpower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.\n\nCreate a culture of customer obsession, with trust, teamwork, and accountability.\n\nWe believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.\nWe invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.\nTo learn more about employee benefits by region, click here.\nTo learn more about all-things-Sprinklr, visit our candidate resource hub here.\nEEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.\nSprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.\nReasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.\nWarning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.\nIf you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.","description_format":"text","description_chars":8812,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Social Media Marketing","Marketing Automation","Customer Support & Help Desk Software","Social Media Analytics & Listening"],"lifecycle":[{"event":"open","at":"2026-10-27T12:12:41Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":43,"reasons":["conf:10","stale_co","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/sprinklr-managed-services-consultant-lead-3","json_url":"https://alion.io/job/sprinklr-managed-services-consultant-lead-3.json","meta":{"generated_at":"2026-10-29T18:28:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27317,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":805},"rest":"https://alion.io/mcp/rest/get_company?id=805"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsprinklr-managed-services-consultant-lead-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsprinklr-managed-services-consultant-lead-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsprinklr-managed-services-consultant-lead-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sprinklr-managed-services-consultant-lead-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsprinklr-managed-services-consultant-lead-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3331357}},{"tool":"search_jobs","arguments":{"company":"sprinklr.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3331357},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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