Consultant (Nottingham)

Role: Sprinklr Implementation Consultant

Location: Nottingham

Mode of Working: Onsite

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide.

Are you looking for an opportunity to work at the forefront of customer experience technology? We have an exciting role for you – Sprinklr Implementation Consultant.

The Role:

• As a Sprinklr Implementation Consultant, you will work on solutions ensuring seamless integration with existing systems and processes.
• Collaborate closely with stakeholders to design and deliver tailored customer service solutions that drive business outcomes and elevate the overall customer experience.
• Identify areas for process improvement and implement efficient, scalable solutions to optimize customer service operations.

Your Profile:

• Proficiency in implementing enterprise SaaS based Social Relationship Platform.
• Experience in enterprise software deployment management and implementation including Sprinklr CCaaS.
• Proficiency in scripting and coding with HTML, JavaScript, SQL and CSS.
• Knowledge of web usability best practices, website navigation design and flow, content classification, and content management methods and systems.
• Ability to configure Sprinklr changes of high quality in line with Business requirements.
• Knowledge of various Sprinklr modules e.g. Social Media Management, Messaging, Email Management, Voice Channel, Omnichannel Routing, Analytics and Reporting, and Agent Desktop.
• Proven experience in implementation of architectures integrating Sprinklr with other systems in the Marketing Cloud.
• Working experience and interest in social media technology.
• Good knowledge of social media platforms e.g. Twitter, Facebook, YouTube and Instagram.
• Strong interest in solving client challenges and a consistent focus on delivering exceptional customer value.
• Proven Experience in Adobe Design Suite CS4 or CS5 (Photoshop, InDesign, Illustrator, Dreamweaver, Flash).
• Experience with Social Engagement across multiple accounts and channels.
• Previous experience with assignment workflows, and content management including sourcing, curation and multi-channel publishing.
• Background in Social Audience Management, including influence and engagement scoring.
• Skilled in Social Analytics providing granular level channel, campaign reporting and insights.
• Working experience with Social Integration enabling connections with existing enterprise transactional and reporting systems.
• Background in end user training.
• Skilled in effective delivery management and communicating with stakeholders.
• Experience in proactive proposals working with internal Pre Sales teams to win new business.
• Working experience in growing existing accounts including scope projects and crafting implementation proposals.
• Ability to analyze requirements with the project sponsor or BU representative to determine the strategy for the proposal and evaluate feasibility.
• Good understanding of different architectures and familiar with multi-instance, multi-server environments.
• Strong knowledge of Sprinklr Modern Care's administrative features, including user management, role-based access control, and customization.
• Ability to manage implementation projects, including project planning, timeline management, and resource allocation.
• Ability to analyze business processes and identify areas for improvement, with understanding of customer service operations and industry-standard frameworks.

Your Responsibilities:

• Configure and implement Sprinklr Modern Care solutions for the client.
• Analyze business requirements and design solutions to meet client needs.
• Collaborate with cross-functional teams to ensure successful project delivery.
• Provide technical support and training to clients.
• Develop and maintain technical documentation.
• Identify areas for process improvement and implement efficient solutions.
• Manage and prioritize multiple projects simultaneously.
• Communicate technical information to non-technical stakeholders.
• Troubleshoot technical issues and resolve problems.
• Map Sprinklr functionality to establish the success criteria for implementations.
• Co-ordinate with third party vendors, providers and support.
• Meeting project objectives within quality, time, and budget targets.
• Managing risks associated with the project and serving as a point of contact.
• Establish measurable criteria concerning deliverability, performance, maintenance, design and costs.
• Stay up to date with the latest Sprinklr Modern Care features and best practices.

Essential Skills/Knowledge/Experience:

• Experience in implementation and configuration of customer service software solutions.
• Strong knowledge of Sprinklr Modern Care's technical components and administrative features.
• Experience in integrating customer service platforms with external systems (e.g., CRM, ticketing systems).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Experience with Agile project management methodologies.
• Strong technical documentation skills.
• Ability to troubleshoot technical issues and resolve problems.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proficiency in configuring Sprinklr Modern Care's/ CCaas including data ingestion, workflow automation, and reporting.
• Experience with integrating Sprinklr Modern Care with external systems, including CRM systems, ticketing systems, and custom applications.

Desirable Skills/Knowledge/Experience:

• Experience with UK retail industry and customer service operations.
• Fluency in social media platforms and direct experience working with social media management software.
• Knowledge of industry-standard frameworks (e.g., Contact center, ITIL).
• Certification in Sprinklr Modern Care or related technologies.
• Experience with data analytics and reporting tools.
• Familiarity with cloud-based technologies and software-as-a-service (SaaS) solutions.

Rewards & Benefits:

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network. We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.

Diversity, Inclusion and Wellbeing:

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998. We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.

Beware of Fraudulent Offers:

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests!