GN - SONG - Service - Sprinklr – Analyst

Job Title - GN - SONG - Service - Sprinklr – Analyst

Management Level: 11-Analyst

Location: Bengaluru

Must-have skills: Sprinklr

Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills.

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities:

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.

You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will

• Use in depth understand: Ability to work on high-paced and complex projects.
• Apply understanding of industry-specific Customer Service processes:  Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc.)
• Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc...), quality monitoring, WFM, Gamification, Recording, etc. Should; be able to envision and design AI-powered customer and employee experience enhancements of the future.

Bring your best skills forward to excel at the role:

• Ability to use technical exposure to contact center and overall customer service areas: .
  • Plan, design, implementation, configuration of Sprinklr chosen platform with our clients
  • Act as a subject matter expert on Sprinklr service, providing expertise on CCaaS transformation client projects across the entire delivery lifecycle
  • Possess a deep understanding of Sprinklr Service solution architecture, capabilities, and hands-on configurations to activate those capabilities.
  • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
  • Integration of Sprinklr unified CXM with enterprise systems
  • Work Experience related to CICD tools.
  • Stay current with intensive training and maintain updated Sprinklr certifications.
• Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
• Maximize application design and development experience: Implement the orchestration platform of Sprinklr preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
• Good to know Contact Center as a Service (CCaaS) platforms such as AWS Connect, Genesys Cloud, Nuance CXone, and Microsoft Dynamics 365 Customer Service

Professional & Technical Skills:

- Relevant experience in the required domain. 

- Strong analytical, problem-solving, and communication skills. 

- Ability to work in a fast-paced, dynamic environment.

• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat, and social channels.) applications solutioning using Architect/Composer/Interaction Designer

Additional Information:

- Opportunity to work on innovative projects. 

- Career growth and leadership exposure.

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