Senior product and implementation consultant📣 Job Ad

About Astek and the Role

Astek is seeking a Senior Product & Implementation Consultant to join its team. This full-time position is dedicated to supporting one of Astek's clients in leading enterprise digital customer engagement and achieving omnichannel excellence, with a primary focus on the Sprinklr platform.

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 Engagement

• Platform assessment and configuration review, with business optimization recommendations.
• Omnichannel engagement across: Email, Live Chat, WhatsApp, 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.

Candidate Profile

The ideal candidate will have 5-10 years of experience in product and implementation consulting, with a strong background in enterprise digital customer engagement and omnichannel strategies, particularly with platforms like Sprinklr.

Location and Employment Type

This is a full-time position located in Jeddah, Makkah, Saudi Arabia. The role requires on-site presence to effectively support client operations.

Application Information

Astek is committed to finding qualified professionals to contribute to its client's success in digital transformation initiatives.