I&P - GN - SONG - Service - Sprinklr – Senior Manager

Job Summary

As a Sprinklr professional within the I&P Global Network Song practice, you will work with clients to design, build, and implement customer service transformation initiatives. You will support Sprinklr Unified CXM product solution consulting, pre-sales, implementation, CCaaS transformation, and business-value realization.

Roles & Responsibilities

·       Understand market and customer challenges and create business cases and strategic transformation roadmaps based on market trends.

·       Promote and deliver Sprinklr Unified CXM solutions through product demonstrations, partner training support, pricing strategies, documentation, and client engagement.

·       Build strategic relationships across the Sprinklr ecosystem and support partner activities.

·       Develop requirements based on leadership input, including performance reporting, problem solving, and conflict management.

·       Act as a Sprinklr Unified CXM subject matter expert across the CCaaS transformation delivery lifecycle.

Support client RFPs through presentations, technical workshops, proposal inputs, and proofs of concept

Professional & Technical Skills

·       Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.

·       Experience implementing omnichannel self-service, IVR, and omnichannel orchestration routing using Sprinklr Unified CXM.

·       Hands-on experience solutioning voice and non-voice applications using Sprinklr Service solutions.

·       Knowledge of integrations between Sprinklr and CRM solutions such as Salesforce and Adobe.

·       Experience with IP telephony, intelligent routing, workflow automation, self-service, workforce optimization, outbound engagement, social engagement, digital channels, unified communications, and analytics.

·       Experience using Sprinklr products to automate customer service processes and improve interaction service, agent experience, and reporting.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.