Principal Solutions Specialist - CCaaS

5-15 years
24 days ago 6 Applied
Job Description

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

Sprinklr is looking for a Contact Center as a Service (CCaaS) Solutions Specialist who will partner with Sales on our Global and Large Enterprise accounts in our Growth Markets division (Middle-East, Asia-Pacific, Japan) to drive our client's Customer Service transformations. Contact Center Solutions Specialists are instrumental in the sales cycle, bringing their passion, thought leadership, technical and industry expertise to create compelling solutions for customers.

As a CCaaS Solutions Specialist you will collaborate with Sales and Partners to uncover a customer's current and future states and their goals to best position Sprinklr's solutions. You are a strong communicator who can develop vision, and compelling presentations that illustrate Sprinklr's business value to customers at all levels. You understand how Sprinklr can fit into and augment or replace a customer's existing Contact Center technology stack and the common use cases we can support across systems.

Main Responsibilities:

  • Acts as consultant and thought leader in collaboration with sales, partners, and other internal stakeholders on high priority Customer service related opportunities
  • Drive Strategic CCaaS Focused Sales & Partner Enablement with leading perspectives and points of view
  • Partner with the entire CCaaS eco-system within Sprinklr, including product engineering, product design, product marketing, and demo engineering to drive success of Sprinklr Service business
  • Attend client meetings to conduct in depth discovery on the customer's current and future states and positive business outcomes
  • Architect CCaaS solutions that include integrations with Sprinklr and 3rd party solutions for CRM, PSTN Carriers, SBCs, SIP Trunks, etc..
  • Create compelling presentations and collateral that demonstrate our solutions and the value proposition they provide against a customer's required capabilities
  • Deliver presentations both virtually and in person with the customers
  • Work with customers to educate them on the business value Sprinklr can provide
  • Assist Sales in the response to RFx
  • Keep up with a regular training schedule and maintain up to date Sprinklr product certifications

CCaaS Solutions Specialist Skills & Experience

  • 5-15 years of experience in a pre-sales role at a CCaaS based company
  • Experience in customer service, preferably in form of Contact Center solutions and infrastructure
  • Experience in Voice PBX/Carrier interconnection and migration architecture
  • Familiar with typical integration patterns such as Streaming Integrations, API / Webhook integrations
  • Familiar with cloud architecture patterns and infrastructure standards related to privacy, security, and business continuity
  • Familiar with CRM, CDP, Marketing Automation, Business Intelligence and Social Media, Digital Channels
  • Methodical and meticulous approach to preparation and execution
  • Proven record of driving new initiatives, sales innovation, and/or business development
  • Experienced in working cross-functionally within an organization to achieve mutual success
  • English spoken & written proficiency (must-have)
  • Master's degree or equivalent in Computer Science / Communication Technologies

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.

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