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The Lead Solutions Consultant will collaborate with Sales and Customer Success to create tailored solutions for large enterprise clients, leveraging technical knowledge to drive customer engagement and adoption. Responsibilities include leading discovery sessions, presenting solutions, and mentoring other team members.

Drive product adoption, retention, and expansion for Sprinklr customers by understanding business objectives, designing/configuring solutions, optimizing platform use, training stakeholders, surfacing upsell opportunities, and collaborating with product and engineering to close gaps.

Lead technical design and delivery of scalable Sprinklr platform solutions (including CCaaS). Support pre-sales scoping, produce architectural blueprints and LLDs, enforce security and UAT/sandbox protocols, ensure best-practice configurations and instance health, govern delivery and handovers, and act as technical advisor and thought leader across customer engagements.

Provide managed services support for Sprinklr CCaaS customers by configuring, optimizing, and maintaining contact center solutions across digital and voice channels. Execute platform updates, manage routing/queues/IVR/workflows/SLA rules, support bot-to-agent handoffs and integrations, monitor operations metrics, troubleshoot post-go-live issues, and onboard/train users. Document configurations and collaborate with lead consultants and customer stakeholders to drive adoption and operational stability.

Lead strategic managed services engagements for enterprise Sprinklr CCaaS customers, designing scalable contact center architectures across omnichannel, voice, routing, IVR, automation, AI, integrations, and operational metrics. Drive platform adoption, transformation roadmaps, integrations with CRM/telephony/APIs, mentor consultants, and act as a trusted advisor to executive stakeholders to realize measurable CX and cost outcomes.

Lead cross-functional delivery of large-scale technical programs, define and implement PMO and SDLC processes, track portfolios and KPIs, manage stakeholders, and drive AI/ML initiatives across model development, deployment, monitoring, and governance. Collaborate with Product, Engineering, and Data Science to ensure data readiness, model performance, MLOps best practices, and compliance while improving delivery efficiency and training project teams.

Lead managed services delivery for CCaaS customers: translate business requirements into scalable Sprinklr/CCaaS configurations, manage omnichannel routing/IVR/case workflows, drive integrations (API/CRM/telephony), optimize bots and conversational AI, monitor contact center KPIs, lead onboarding/training, and support continuous platform improvements and adoption.

Lead post-sales managed services to maximize platform adoption, retention, and expansion. Analyze customer needs, design and configure Sprinklr solutions, manage change, optimize performance, and drive upsell. Serve as hands-on product expert and primary client contact, collaborate with product and engineering on improvements, deliver training, and cultivate senior relationships to ensure ongoing customer value.

Lead end-to-end CCaaS implementations for enterprise clients in Japan, define solution architecture, run discovery and integrations, manage stakeholder alignment, drive adoption and success, and mentor junior consultants to ensure delivery quality.