Ishan Technologies

Brief Job Description :

We are looking for a results-driven Implementation Consultant with hands-on expertise in SaaS configuration to join our team.

This role is key to driving successful onboarding, configuration, and adoption of the Sprinklr platform for our clients across multiple industries.

- Lead end-to-end implementation of Sprinklr's CCaaS solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.

- Define implementation strategy and solution architecture aligned with customer goals, industry standards, and best practices.

- Mentor and guide junior consultants, promoting excellence in configuration, client communication, and delivery methodologies.

- Own customer engagements as the primary senior point of contact, driving platform adoption, customer satisfaction, and solution alignment.

- Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that pre-empt issues and maximize client ROI.

- Conduct advanced health checks and audits for key customers; design remediation and enhancement plans to improve platform performance and adoption.

- Lead client discovery workshops, requirement gathering sessions, and strategic planning for roadmap alignment and value realization.

- Drive stakeholder alignment across product, engineering, and customer success teams to ensure seamless implementation and post-go-live support.

- Deliver expert-level consultation on Sprinklr capabilities, integrations, and CCaaS best practices.

- Establish trusted advisor relationships with customer champions and executive stakeholders.

Technical Skills :

- Strong expertise in Sprinklr platform architecture across multiple modules.

- Hands-on with APIs, Webhooks, Middleware (MuleSoft, Boomi, Informatica, Azure Integration Services, etc.

- Deep understanding of enterprise CRM (Salesforce/MS Dynamics/Oracle CX) and Contact Center platforms (Genesys, Avaya, Amazon Connect).

Soft Skills :

- Excellent stakeholder management & communication.

- Strong documentation skills (HLD, LLD, Data Flow Diagrams, Sequence Diagrams).

- Ability to mentor and guide module consultants and integration specialists.

Experience Level :

- 5-6 years total experience in enterprise SaaS/CRM/CXM architecture.

- 5+ years specifically with Sprinklr (or similar platforms like Salesforce Service Cloud, Adobe Experience Cloud, Genesys, Hootsuite Enterprise, Zendesk, etc.

- Prior experience leading large-scale, multi-module, multi-country implementations.

Deliverables.

- Writing BRS/BRD, FRS.

- Solution Design Document (SDD).

- Integration Blueprint & Data Flow Architecture.

- Security & Compliance Design.

- Configuration Standards & Best Practices Guide.

- Module-wise Architecture Sign-off Checklists.

- Transition Playbook for Post-Go-Live Teams.

Qualification : .

- Strong analytical and problem-solving skills.

- Desire and ability to rapidly learn a wide variety of new technical skills.

- Self-motivated, takes initiative, assumes ownership.

- Enthusiastic, professional, with a focus on customer success.

- Passion for solving client challenges and commitment to client delight.

- Strong customer handling skills and willingness to serve customer across various time zones.

Work Experience required : .

- 5+ Years of experience in implementation of SaaS products.

- Proven track record in leading complex implementation projects.

- Deep understanding of social media platforms (Facebook, Twitter/X, Instagram, LinkedIn, etc.

- Strong understanding of social media ecosystems, brand reputation management, customer engagement.

- Strong leadership, mentoring, and client-facing communication skills.

- Direct experience in working with a social media management software is a plus.

- Ability to manage multiple complex projects in a fast-paced, dynamic environment.

- Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.

- English language business proficiency mandatory.