Global S&C GN Song - Sprinklr Consultant
Explore an Exciting Career at Accenture
Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?
Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting – Global Network’s SONG practice.
The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales,
and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.
What you’ll do
- Work on complex, high-paced projects requiring both technical expertise and functional consulting skills.
- Plan, design, implement, and configure Sprinklr solutions with clients; act as a subject matter expert for CCaaS transformation projects across the delivery lifecycle.
- Demonstrate architectural understanding of Sprinklr Service solution capabilities and hands-on configuration; connect the platform with enterprise systems and third-party tools.
- Apply industry knowledge to design and deliver customer interaction solutions across channels (IVR, voice, web, email, chat, SMS, social, video, asynchronous messaging).
- Design enhanced customer and agent experiences through solutions like QA,
- workforce management, performance tracking, and AI-enabled automation in agent desktop & self-service solutions
- Leverage scripting skills (Groovy, JavaScript, Python, or similar) to build automation, workflows, and API-based integrations with enterprise systems.
- Bring exposure to CCaaS infra basics (ACD, IVR flows, SIP, VoIP, WebRTC) to
- support solution design and client discussions.
- Stay up to date with latest Sprinklr certifications and evolving CCaaS trends, especially with Generative AI/Agentic AI.
- Work in agile delivery environments, managing tasks via tools like JIRA/Confluence, and ensure structured project execution.
- Maximize design and development impact by implementing orchestration platforms for Fortune 500 clients, leading self-service providers, or consulting firms.
Good to have: Knowledge of other CCaaS platforms such as AWS Connect, Genesys Cloud, NICE CXone, Microsoft Dynamics 365 Customer Service.
Your experience counts
- Engineering Degree or MBA from a Tier-1 institute.
- 2–8 years of design and application experience in multichannel self-service/IVR and omnichannel orchestration routing on Sprinklr Implementation and product
- Functional and hands-on experience in Sprinklr voice and non-voice channels (SMS, email, chat, social).
- Proven experience in requirement gathering, process mapping, and solution design for customer service or CCaaS projects.
- Strong client-facing and multi-project management skills, with ability to communicate and collaborate effectively.
What’s in it for you?
- An opportunity to work on transformative projects with key G2000 clients
- Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
- Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
Kuala Lumpur
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