Ishan Technologies - Technical Consultant - CX Platform

Description :

Role : Technical Consultant Sprinklr Implementation.

Location : Navi Mumbai (Onsite).

Experience : 3+ Years.

Employment Type : Full-Time.

Job Summary :

We are looking for an experienced Technical Consultant to join our Professional Services team, specializing in the end-to-end delivery and implementation of Sprinklr Service and Marketing products.

This customer-facing role requires deep technical expertise in integration, configuration, and solution design, along with strong consulting abilities to manage complex enterprise implementations.

You will lead solution delivery, build custom integrations using APIs, webhooks, SDKs, SIP/WebRTC technologies, and ensure successful deployment for large-scale CX programs.

Key Responsibilities :

- Lead the technical delivery, configuration, and implementation of Sprinklr products.

- Design and deliver end-to-end solutions, including custom API-based integrations with third-party systems (CRM, CCaaS, DAM, Analytics).

- Prepare Low-Level Designs (LLDs), architecture documentation, and maintain technical repositories.

- Collaborate with cross-functional teams to define project requirements, scope, and timelines.

- Conduct workshops, training sessions, and presentations for customer teams.

- Translate business requirements into scalable technical solutions.

- Perform integration testing, debugging, and troubleshooting for platform extensions.

- Manage escalations, conflict resolution, and ensure high customer satisfaction.

- Maintain compliance with internal systems, processes, and best practices.

- Build long-term, trusted advisor relationships with customer stakeholders.

- Drive measurable outcomes with a data-driven, value-focused approach.

Essential Qualifications :

- Bachelors degree in CS/IT/ECE or related engineering field OR MCA (preferred).

- 3+ years of experience in technical consulting, solution delivery, or enterprise SaaS implementation roles.

- Proven experience delivering customer-facing projects in CXM, CCaaS, or CRM domains.

- Experience working with Sprinklr or similar CX platforms.

Required Technical Skills :

(A) Sprinklr Expertise :

- Hands-on configuration/customization of Sprinklr Service module.

- Experience setting up Sprinklr Marketing modules.

(B) Integration & Development :

- Strong understanding of SIP architecture, call flows, and voice integrations.

- Hands-on experience with WebRTC for browser-based communication.

- Expert in webhook configuration, event triggers, and payload design.

- Deep knowledge of APIs, OAuth 2.0, authentication flows, and request/response handling.

- Experience with SDKs for custom app development and platform extensions.

- Ability to embed third-party apps in Sprinklr using secure iframes.

- Strong experience with API-led integrations across enterprise systems.

(C) Technical Proficiency :

- Understanding of data mapping, middleware, and integration patterns.

- Knowledge of JSON, XML, and data transformation techniques.

- Experience with integration testing and debugging.

- Familiarity with Postman, Swagger, cURL.

- Working knowledge of JavaScript / Python for automation and scripting.

- SQL, MongoDB, or similar database knowledge.

- Strong understanding of HTML, CSS, HTTP protocols, and browser tools.

- Awareness of cloud platformsAWS, Azure, or GCP.

- Experience with JIRA, ServiceNow, or similar project management tools.

Soft Skills & Behavioral Competencies :

- Excellent analytical and problem-solving skills.

- Ability to perform under pressure and manage multiple deadlines.

- Strong communication, customer handling, and stakeholder management abilities.

- Self-driven with a high sense of ownership and accountability.

- Proactive mindset with a focus on customer success and value delivery.

- Team-oriented with strong learning aptitude.