T-Systems Information and Communication Technology India Private Limited (T-Systems ICT India Pvt. Ltd.) is a proud recipient of the prestigious Great Place To Work® Certification™. As a wholly owned subsidiary of T-Systems International GmbH, T-Systems India operates across Pune, Bangalore, and Nagpur, boasting a dedicated team of 3500+ employees providing services to group customers. T-Systems offers integrated end-to-end IT solutions, driving the digital transformation of companies in all industries, including automotive, manufacturing, logistics, and transportation, as well as healthcare and the public sector. T-Systems develops vertical, company-specific software solutions for these sectors. T-Systems International GmbH is an information technology and digital transformation company with a presence in over 20 countries and a revenue of more than €4 billion. T-Systems is a world-leading provider of digital services and has over 20 years of experience in the transformation and management of IT systems. As a subsidiary of Deutsche Telekom and a market leader in Germany, T-Systems International offers secure, integrated information technology and digital solutions from a single source.

Role: Implementation Consultant – CCaaS/Sprinklr

T-Systems is looking for an Expert implementation Consultant with expertise in Sprinklr who will work with our enterprise accounts to enhance the CCaaS delivery and operations offering. Implementation Consultants are an instrumental role to support in the full lifecycle of a CCaaS program realization, esp. in the stage of configuration and optimization of the customer-specific service features in the Sprinklr platform.

As an Expert Implementation Consultant, you will partner with other implementation consultants and CCaaS Architects to cover the customers’ current and future needs for optimized and full-featured Contact Center as Service solutions based on Sprinklr services.

You are a strong communicator and CCaaS expert, who can understand how Sprinklr can fit into a customer’s technology stack and contribute to proposing and realizing the common use cases of an innovative Contact Center solution.

Main Responsibilities :

·       Analyse and capture business requirements during client meetings where to conduct in-depth discovery on the customer’s current and future needs.

·       Configure Sprinklr features to implement agreed use cases and derive common templates for the execution of replicable system behaviors, based on enhanced reporting

·       Support to functional and integrated testing of the delivered solutions

·       Support to migration and go-live of CX support services of the clients

·       Execute training of end users on product features and operation procedures

·       Define relevant operational support procedures

·       Analyse client workflow and processes and production of recommendations to optimize usage of the Sprinklr platform and its services

·       Maintain up-to-date Sprinklr product certifications and knowledge

·       Assist Sales in the response to RfI/RfQ/RfP, demos, and tenders.

Candidate Qualification (Skills & Experience)

Minimum Qualifications:

·       Bachelor's / Master’s degree in Engineering, a related technical field or equivalent practical experience

·       5-8 years of experience as an Implementation/Managed Services consultant with customer-facing role

·       In-depth experience in the implementation of Sprinklr unified CX Management products, especially Sprinkler Service and Insights suites

·       Experience deploying Voice and Non-Voice Contact center applications and related configurations based on Sprinklr

·       Understanding of automated Voice recognition (ASR) and Interacting Voice (IVR)

·       Good analytical and problem-solving skills and willingness to serve customers across various timezones

·       Excellent communication skills, both written and verbal

·       Self-motivated, takes initiative, assumes ownership

·       Ability to work in a highly collaborative and fast-paced environment

·       Enthusiastic, and professional, with a focus on customer success

·       Excellent listening skills to fully understand the customer value requirements

·       Strong customer handling skills

·       Fluency in English (Mandatory)

Preferred Qualifications:

• Experience and knowledge of integration with external systems like CRM systems, ticketing systems etc.
• Experience in Groovy and Javascript
• Experience with Genesys PureConnect, Amazon Connect, Cisco Webex Contact Center, Ring Central, etc.
• German language business proficiency is a plus.