Overview
Senior product and implementation consultant Jobs in Jeddah, Saudi Arabia at Astek
For one of our clients, we are looking for a Senior Product & implementation Consultant to lead enterprise digital customer engagement and omnichannel excellence using Sprinklr
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Key Responsibilities
- Serve as a business-side Subject Matter Expert (SME) for enterprise customer engagement capabilities on Sprinklr
- Assess the client’s current omnichannel customer engagement ecosystem and identify optimization opportunities
- Deliver both 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-enabled customer engagement and omnichannel operations
- Provide knowledge transfer to build sustainable internal capability and ensure long-term adoption
Scope of Services (What you will work on)
- Platform assessment and configuration review
, with business optimization recommendations - Omnichannel engagement across:
Email, Live Chat, Whats App, Voice, IVR, Social Media, Web Messaging, Contact Forms, and future channels - Case management
: routing, queues, SLAs, prioritization, escalations, and lifecycle management - Conversational AI
: chatbots, GenAI, AI Agents, prompt engineering, conversation design, bot analytics, knowledge management - Voice & IVR optimization
: call flows, routing, callback strategy, voice analytics - Analytics & performance management
: executive dashboards, operational dashboards, team leader dashboards, agent scorecards, and KPI governance - Voice of Customer (VoC): 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 - Create a continuous improvement roadmap and innovation recommendations
Required Qualifications
- +3 years of experience as a senior consultant in the field (Senior consultant under Sprinklr)
- 2-4 years of enterprise customer engagement consulting experience in Sprinklr
- Strong hands-on experience with enterprise omnichannel customer engagement platforms (Sprinklr)
- Experience across omnichannel:
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
Title: Senior product and implementation consultant
Company: Astek
Location: Jeddah, Saudi Arabia
Category: