Senior CCaaS Implementation Specialist

vor 4 Wochen

Berlin, Berlin, Deutschland Sprinklr Vollzeit

Position Overview

Responsibilities:

The CCaaS Implementation Specialist is dedicated to ensuring that Sprinklr clients receive exceptional onboarding and value through the effective deployment of Sprinklr software tailored to specific customer use cases, industry standards, and best practices. This role serves as the primary internal escalation point and client liaison, guaranteeing superior client service regarding platform performance, features, enhancements, and configurations while supporting management and operational excellence.

  • Customize the Sprinklr platform for diverse brands and sectors, adhering to high standards of delivery and quality.
  • Engage in continuous learning and collaboration with the team to establish best practices for product configuration.
  • Collaborate as a team to assess product adoption across various brands and develop standardized practices to enhance adoption.
  • Demonstrate expertise in business analysis, functional specifications, system design, platform configuration, testing, and training while assisting in operational maintenance. This includes:
  • Deliver social insights and recommendations to bolster clients' business strategies.
  • Design and configure the optimal Sprinklr solution to fulfill all requirements based on best practices and the unique needs of clients, aligning with primary business use cases and platform functionalities.
  • Conduct health assessments of existing clients requiring platform upgrades and propose solutions based on best practices and client needs.
  • Ensure that all client users are adequately trained and educated during onboarding, fostering a relationship built on trust with client champions.
  • Complete the deployment of the platform in a manner that anticipates future client needs or business requirements.
  • Provide consulting guidance to clients regarding the Sprinklr platform throughout various phases of project implementation.

Qualifications:

  • Strong analytical and problem-solving capabilities.
  • Excellent verbal and written communication skills.
  • A proactive approach to understanding the intricacies of systems or processes to resolve customer issues.
  • Eagerness and ability to swiftly acquire a broad range of new technical skills.
  • Self-driven, takes initiative, and assumes responsibility.
  • Capacity to thrive in a highly collaborative and fast-paced environment.
  • Professional demeanor with a strong focus on customer success.
  • Exceptional listening skills to fully grasp customer value requirements.
  • Passion for addressing client challenges and a commitment to client satisfaction.
  • Strong customer service skills and willingness to assist clients across various time zones.
  • Proficiency in German and English (C1/C2 level) is essential.

Technical Proficiencies:

  • Experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, etc.
  • Solid understanding of Voice protocols including TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing.
  • Familiarity with CTI or Voice recording products.
  • Experience with VOIP, Dialer, ACD, IVR, and SBC.
  • Knowledge of video conferencing, IM, Voicemail, DID, carriers, and understanding of VOIP and SIP.
  • Understanding of UCaaS, CPaaS platforms, cloud solutions, Contact Center, integrations like MS Teams, and analysis tools such as Wireshark.
  • Familiarity with Salesforce Service Cloud or similar CRM systems, knowledge bases, and customer portals for case management.
  • Experience in telecom, call center integration, and VoIP, including developing and deploying code that interacts directly with SIP protocols and RTP packets.
  • Proficient in Groovy and JavaScript.

Indicators of Success:

  • A customer-centric mindset focused on delivering value and the ability to adapt and perform effectively in ambiguous or rapidly changing environments.
  • Ability to work efficiently under tight deadlines while managing multiple assignments simultaneously.

Why Choose Sprinklr:

We are dedicated to fostering a culture where every individual feels valued, experiences growth, and recognizes the significance of their contributions. At Sprinklr, we genuinely care about our team members. We offer a comprehensive range of health plans, well-being programs, and financial protection for employees and their families through various global and localized plans.

For further details on Sprinklr's benefits worldwide, please refer to our country-specific benefits guides.

Our mission is clear: We aim to empower every organization globally to enhance customer satisfaction. Our vision is to become the most beloved enterprise software company in history.

We believe in our product: Sprinklr was designed from the ground up to facilitate a brand's digital transformation. Our platform equips every customer-facing team with the tools to reach, engage, and listen to customers worldwide. We proudly serve many of the world's largest brands, providing our employees with the opportunity to collaborate closely with them.

We invest in our people: At Sprinklr, we recognize that every individual has the potential to excel. We empower each Sprinklrite on their journey toward achieving personal and professional excellence. Our well-being initiatives include daily meditation breaks, virtual fitness programs, and access to Headspace. We also offer continuous learning opportunities through LinkedIn Learning and more.

EEO Philosophy: Our goal is to ensure that every employee feels a sense of belonging and operates in a judgment-free environment, regardless of gender, race, ethnicity, age, or lifestyle preferences. We celebrate diversity and firmly believe that every employee matters and deserves respect and recognition. We are stronger together, as diversity fuels innovation, creativity, and success.

Sprinklr is proud to be an equal-opportunity employer and an affirmative-action workplace. We are committed to equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. For more information, please refer to Sprinklr's EEO Policy and EEO is the Law.

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