Job Title: MS CCaaS Consultant (Managed Services)

Location: Remote (India)
Experience: 5-10 Years
Employment Type: Full-Time

Job Summary

We are looking for an experienced MS CCaaS Consultant with strong expertise in Sprinklr to support and manage enterprise Contact Center as a Service (CCaaS) environments. The ideal candidate will be responsible for solution support, configuration, optimization, incident management, and continuous improvement of customer engagement platforms.

Key Responsibilities

- Provide Managed Services support for Sprinklr CCaaS solutions.
- Configure and manage omnichannel customer engagement workflows across voice, chat, email, social, and digital channels.
- Monitor platform health, troubleshoot issues, and ensure high availability.
- Handle incident, problem, and change management activities in line with SLAs.
- Support IVR, routing strategies, agent configurations, queues, and reporting requirements.
- Collaborate with business stakeholders to gather requirements and implement enhancements.
- Perform root cause analysis and recommend long-term solutions.




- Create and maintain technical documentation, SOPs, and knowledge articles.
- Participate in production support, upgrades, and release management activities.

Required Skills

- 5+ years of experience in Contact Center/Customer Experience technologies.
- Hands-on experience with Sprinklr Service and Sprinklr CCaaS platforms.
- Strong understanding of Digital Customer Care, Omnichannel Engagement, and Contact Center Operations.
- Experience in workflow configuration, routing, automation, and reporting.
- Knowledge of Voice, Chat, Email, Social Media Support, and Case Management.
- Solid troubleshooting and analytical skills.
- Excellent communication and stakeholder management abilities.

Preferred Qualifications

- Sprinklr certifications are highly preferred.
- Experience in Managed Services and production support environments.
- Knowledge of CRM integrations and customer service operations.
- ITIL certification is an added advantage.

📌 Contact Centre Consultant (India)
🏢 Mindgraph Techologies
📍 India