Senior Product Consultant

Purpose

The consultant will serve as the business-side subject matter expert (SME) for enterprise customer engagement capabilities, helping maximize business value from the omnichannel customer engagement platform while establishing governance, analytics, AI capabilities, customer operations excellence, and continuous improvement.

Objectives

Assess the current omnichannel customer engagement ecosystem (Sprinklr) and identify optimization opportunities.

Provide strategic advisory and hands-on consulting across customer engagement capabilities.

Optimize business processes, workflows, automation and governance.

Establish enterprise KPI, analytics and performance management frameworks.

Introduce best practices for AI, customer engagement and omnichannel operations.

Transfer knowledge and build sustainable internal capabilities.

Scope of Services

Platform assessment, configuration review and business optimization.

Omnichannel engagement covering email, live chat, WhatsApp, voice, IVR, social media, web messaging, contact forms and future channels.

Case management including routing, queues, SLAs, prioritization, escalations and lifecycle management.

Conversational AI including chatbots, GenAI, AI agents, prompt engineering, conversation design, bot analytics and knowledge management.

Voice and IVR optimization including call flows, routing, callback strategy and voice analytics.

Analytics and performance management including executive dashboards, operational dashboards, team leader dashboards, agent scorecards and KPI governance.

Voice of customer including CSAT, NPS, CES, surveys, sentiment analysis and customer insights.

Workflow automation, business rules, notifications and process optimization.

Integration advisory with CRM and enterprise systems.

Business governance, change management, release validation and administration standards.

Continuous improvement roadmap and innovation recommendations.

Key Deliverables

Current state assessment report

Gap analysis and business recommendations

Optimization roadmap

Enterprise KPI framework

Executive and operational dashboard framework

Customer engagement performance framework

Omnichannel governance framework

Business process and workflow recommendations

AI and automation opportunity assessment

Knowledge transfer sessions

Final engagement report

Required Qualifications

Minimum 2 to 4 years of enterprise customer engagement consulting experience in Sprinklr solution

Strong hands-on experience with enterprise omnichannel customer engagement platforms (Sprinklr)

Experience with omnichannel engagement, case management, AI/chatbots, analytics and performance reporting

Strong understanding of customer service operations and customer journey optimization

Experience designing executive dashboards and KPI frameworks

Excellent stakeholder management and workshop facilitation skills

Experience in large enterprises such as insurance, banking, telecom, airlines or similar is preferred

Evaluation During Interview

Enterprise platform and business capability knowledge

Ability to design KPI and executive dashboard frameworks

Knowledge of AI, chatbots and automation

Business process optimization and customer journey expertise

Governance and operating model recommendations

Communication, consulting and stakeholder management skills