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. (ref:hirist.tech)