Senior Product Consultant: Digital Customer Engagement & Omnichannel Excellence

· Product: Sprinklr

· Experience Level: Senior consultant under Sprinklr – with +3 years of experience in the field

· Engagement Type: Professional Services Consultant (On-site)

· Duration: Initial 1 Year (extendable)

· Location: Jeddah, Saudi Arabia

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 & Business Recommendations

· Optimization Roadmap

· Enterprise KPI Framework

· Executive & Operational Dashboard Framework

· Customer Engagement Performance Framework

· Omnichannel Governance Framework

· Business Process & Workflow Recommendations

· AI & Automation Opportunity Assessment

· Knowledge Transfer Sessions

· Final Engagement Report

Required Qualifications

· Minimum 2 - 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.

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