Lead Product Solution Manager

Sprinklr is looking for Product Solution Consultant / Manager in CCaaS/ Contact Center. You will be responsible for working with Sales teams in your designated region(s), working on technical sales opportunities and serving as the extensibility expert on the team. You are naturally curious, a technologist at heart, and someone who has an affinity for problem solving. You understand and can articulate the business value of an end-to-end solution.  

Solutions Engineer at Sprinklr are seasoned technologists who have real-world experience building or planning out enterprise integrations.  You should have a strong understanding of technology such as CCaaS, Contact Center, Telephony, Voice , CPaaS, Cloud and On-Premise Contact Center Systems, CRM systems, Service Clouds, CDP’s, digital and Contact Center automation.  As well as working knowledge of APIs, Saas and legacy CRMs, relational databases, data lakes, and cloud hosting technologies like AWS or Azure. Solutions Architects are able to articulate how Sprinklr can integrate and enhance a customer’s existing software ecosystem to tell a more cohesive story about the customer journey.   

The Solution Consultant team is part of the Pre-Sales Solution Consulting organization and works across Sprinklr on sales opportunities to define and build out requirements for complex solutions, often spanning multiple technologies. We engage directly with the largest and most complex enterprises in the world. These enterprises look to Sprinklr and our platform to transform their business. For these enterprises to be successful, they rely on technologists who can advise them throughout the transformation.  

The Solution Consultant team works closely with Sales, Solution Consulting and Field teams to maximize opportunities by understanding customer needs, envisioning a future state, and helping customers get there.  You should be a highly accountable and driven individual, as you will be looked at by the multiple teams you work with as a leading voice. 

Main Responsibilities: 

• Work directly with prospects and customers during sales cycles, to build confidence and excitement around the full functionality of the Sprinklr CCaaS Omnichannel  and Contact Center Intelligence and Automation platform and integrations with customer systems  

• Own all deliverables around extensibility and integrations with customers:  deliver value propositions, build data-flow and entity-relationship diagrams,  walk-through integration demos, use Postman and other tools to show our API’s, and answer RFPs  

• Be comfortable proactively recommending solution designs to customers during the sales cycle. You should be able to work with the customer to understand their existing technology stack and understand where Sprinklr plugs in and provides value 

• Help identify and research opportunities on new/existing clients 

• Collaborate with Engineering and Product teams to further build a best in class platform solution that the Solution Architecture team can inspire and sell into clients. 

• Contribute to the development of your own and your team’s technical acumen 

• Proactively engage in the strategic development of the SA organization by initiating and leading projects to further team development, organizational structure, product offering, technical training, etc. 

• Creates compelling presentations and collateral that demonstrate our solutions and the value they provide against a customer’s required capabilities 

• Ability to Identify further requirements within new and existing accounts. 

• Expected to Continually Develop and maintain expert technical understanding of the client portfolio whilst leveraging against competitor solutions 

• Lead and deliver technical workshops & proof of concepts based on customers key business requirements and ROI 

• Creates re-usable collateral for the entire global presales team and acts as a mentor 

• Keeps up with an aggressive training schedule and maintain up to date Sprinklr product certifications 

• Identify key requirements needed from cross-functional teams and external vendors 

• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives 

• Work with other sales and solution consultants to identify risks and opportunities across multiple projects within the department 

• Provide hands-on, pre-sales technical guidance to the Sales division 

• Create and deliver technical sales-focused presentations to buyers including whiteboarding and demo’s 

• Attends client meetings to conduct in depth discovery on the customer’s current and future states and positive business outcomes 

• Experience in a pre-sales/solution-consultant role at a SaaS company is a plus 

Skills & Experience 

• Should have 8+ years of experience and should be a Subject Matter Expert in the Latest contact center solutions with a focus on customer experience. 

• Cloud Contact Center - Voice/CCaaS - ( Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk etc. ), CCaaS, Contact Center, Telephony, CPaaS, Cloud and On-Premise Contact Center Systems, CRM systems, Service Clouds, CDP’s, digital and Contact Center automation.   

• Experience defining solution architecture for Conversational AI and Telephony/IVR systems (IVR, AI, Voice/Chat Bots, business APIs) to build modernized Conversational AI and Telephony/IVR systems to bring seamless CX/UX experiences. 

• Monitoring, Contact Center Automation and Contact Center Intelligence  

• In depth Technical knowledge of contact center environments, ideally hosted or cloud-based contact center solutions, CCaaS and conversational AI working with Vendors such as Cisco, Avaya, Mitel, Genesys, Unify, NICE, Five9, Twilio and other edge-latest contact center solutions. 

• In depth hands on experience in any of the contact center channels, Inbound, outbound, workforce management, Digital Channels/Omni Channels 

• Articulate business outcome’s and be able to create a technical roadmap to achieve it 

• Experience working in some of the following areas, Contact Centre Solutions ,VOIP, Instant Messaging & Presence Platforms, Collaboration (e.g., Voice, Video and Digital Collaboration, Web, etc) 

• Understanding of the contact center  and telephony technologies especially in Voice technologies SIP, SBCs, WebRTC and Codecs 

• Experience with unified communications/IP telephony architecture and deployment Functional understanding of network financial management, ROI analysis and business case development.