Project Role Application Lead Project Role Description Lead the effort to design build and configure applications acting as the primary point of contact Must have skills Sprinklr Good to have skills NA Minimum 5 year s of experience is required Educational Qualification 15 years full time education Summary We are seeking a highly skilled Sprinklr Implementation Lead Consultant to lead the design implementation and optimization of Sprinklr solutions that align with our business goals The ideal candidate will have deep expertise in the Sprinklr platform strong technical skills and experience architecting social media management customer experience and digital engagement solutions using Sprinklr Unified AI-powered Contact Center as a Service CCaaS platform that enables customer service agents to seamlessly serve customers across digital social and voice channels and empowers the leadership to drive transformation Roles Responsibilities Strategic Technical Leadership o Design and configure Sprinklr s Unified-CXM platform for complex CCaaS deployments o Lead the end-to-end design and configuration of Sprinklr implementations across multiple business units aligned with company strategy and customer engagement goals o Provide technical guidance on Sprinklr voice configuration call flows data workflows case management API integrations and Agent console o Guide configuration customization and integration of Sprinklr modules including social listening engagement analytics and automation Collaboration Consulting o Collaborate with Sprinklr s ecosystem customer success platform architects engineering and product marketing to validate customer requirements o Collaborate with business stakeholders to understand requirements and translate them into technical specifications o Ensure best practices in data architecture security and governance within the Sprinklr platform o Lead solutioning efforts using Gen AI LLMs and Retrieval-Augmented Generation RAG approaches Solution Development Presentation o Develop and present customized solutions leveraging Sprinklr s AI-powered platform across service social marketing and research domains o Showcase advanced automation including agentic AI self-service and voice digital channel support Professional Technical Skills Experience o Minimum 8 years of experience in contact center technologies o At least 2 years of hands-on experience with Sprinklr CCaaS platform o Proven experience designing and deploying complex contact center solutions o Migration experience from legacy platforms to CCaaS cloud implementations Technical Skills o Solid proficiency in IVR Flow Design Optimization Conversational IVR Voice Bots o Omnichannel Case Management across social media email chat voice and messaging apps from a unified interface o Understanding of SIP WebRTC SBC Configuration o API Integration REST SOAP o CRM Integration Salesforce Dynamics o Call Routing Deflection Strategies o Sprinklr Voice Workflows o Text-to-Speech Prompt Management o Callback Scheduling Lead Tracking o Custom Reports and Advanced Dashboards including SLA tracking and sentiment trends and KPIs like resolution time agent productivity and customer satisfaction o Experience with CI CD pipelines and DevOps practices is a plus Certifications o Completion of trainings in Sprinklr University Learning Services o Preferably Sprinklr Unified CXM Certifications o Additional certifications in cloud platforms or contact center solutions are a plus - Soft Skills o Excellent verbal and written communication skills o Strong problem-solving skills and attention to detail o Ability to work independently and in a globally distributed team environment o Comfortable working in a matrixed organization structure - Must-Have Skills 1 Hands-on Expertise with Sprinklr CCaaS Platform - Proven experience configuring deploying and optimizing Sprinklr across social voice and digital channels 2 Integration Skills - Strong understanding of IVR omnichannel routing SIP WebRTC CRM e g Salesforce and API integrations 3 Solution Design Stakeholder Engagement - Ability to lead solutioning discussions translate business needs into technical requirements to technical and non-technical audiences 4 Experience with Sprinklr Voice Workflows and Agent console and Personas - Good-to-Have Skills 1 Sprinklr Unified CXM Certification Training - Demonstrates formal mastery and platform depth through Sprinklr University or certification programs 2 Experience with GenAI LLMs or RAG in Contact Center Use Cases - Adds innovation capacity through cutting-edge AI-driven capabilities 3 DevOps and CI CD Familiarity - Helpful for automation deployment consistency and operational efficiency in multi-cloud environments 4 Familiarity with enterprise architecture frameworks e g TOGAF Experience with AI ML-based sentiment analysis or predictive routing Additional Information - The candidate should have 5 to 9 years of experience with Min 5 years of experience in Sprinklr - Bachelor s degree in computer science Engineering Telecommunications or related field or equivalent work experience 15 years full time education

📌 Application Lead (Karnataka)
🏢 Accenture
📍 Karnataka