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Leads enterprise SaaS managed services engagements, including platform governance, solution design, adoption, optimization, reporting, integrations, and customer advisory. Oversees platform health, releases, workflows, user management, and continuous improvement while mentoring delivery teams. Partners with customer executives, Customer Success, Product, and Engineering teams to drive digital transformation, operational efficiency, and measurable customer outcomes.

Leads end-to-end SaaS platform implementation and managed services programs for enterprise customers. Responsibilities include governance, stakeholder and resource management, budgets, timelines, risks, SLAs, KPIs, customer communications, consultant leadership, operational readiness, and delivery execution across regions. The role also supports customer retention, expansion, renewals, and value realization.

Lead enterprise CCaaS implementations and managed services engagements from discovery and solution design through configuration, testing, deployment, training, and optimization. Configure voice, digital channels, chatbots, conversational AI, routing, automation, and customer journey solutions. Translate business requirements into scalable technical designs, advise customers, troubleshoot complex issues, manage stakeholders, support multiple projects, and assist with scoping and proposals.

Partners with Sales and Customer Success teams on enterprise sales engagements. Leads discovery sessions, researches client needs, designs and presents tailored SaaS solutions, facilitates workshops and proof-of-concepts, and translates platform capabilities into business value. Collaborates with Product, Engineering, Marketing, and Customer Success to create solution architectures and compelling demonstrations. Requires expertise in marketing technology, customer experience, digital transformation, integrations, and executive-level presentations, with up to 40% travel.

Serves as the primary technical support contact for complex enterprise customers, resolving platform configuration and contact-center integration issues. Manages escalations, case reviews, SLAs, release readiness, customer health reporting, feature education, and bridge calls with engineering. Designs and configures Sprinklr solutions, performs health checks, provides consulting guidance, and supports implementations. Requires expertise in telecom, VoIP, SIP, contact-center applications, cloud integrations, debugging, and customer relationship management.

The Senior Helpdesk Analyst provides IT support for Sprinklr, focusing on both local and global user assistance, hardware setup, troubleshooting, and integrating AI-driven solutions for improved service delivery.

Develop enterprise software sales revenue through account and territory planning, prospecting, field-based sales, and complex SaaS deal management. Identify decision-makers, build executive-level champions, nurture customer relationships, understand client needs, and expand key accounts. Research the market and competitors to create sales advantages and close large enterprise opportunities.

Leads enterprise business intelligence strategy, roadmap, governance, analytics, data engineering, data science, and AI-enabled automation. Partners with executives across functions to define KPIs, deliver dashboards and predictive insights, oversee data platforms and integrations, manage technology vendors and budgets, and lead a global team of BI engineers, data engineers, analysts, and data scientists.

Leads professional services sales for enterprise SaaS accounts across Australia and New Zealand. Partners with Sales, Delivery, Customer Success, Product, and partners to scope solutions, develop proposals and Statements of Work, manage RFPs, negotiate commercials, and align services delivery with customer outcomes. Focuses on Contact Centre and CCaaS solutions, services pipeline management, forecasting, executive stakeholder engagement, account expansion, and commercially profitable deals.

Supports global internal communications and employee engagement programs, including leadership forums, organizational announcements, recognition initiatives, and business updates. Creates and publishes clear, engaging content across multiple channels, translates complex topics for employees, and amplifies stories about achievements, customers, innovation, and business success. Partners with stakeholders across functions and geographies, supports communications for India-based employees, and uses Microsoft 365 and AI tools to improve content creation, planning, measurement, and reach.