Sprinklr

Sprinklr

Chennai, Hyderabad and Kolkata

5+

Sprinklr WFM Implementation Specialist (AI Contact Center)

Experience working on WFM modules within CCaaS platforms (e.g., Sprinklr WFM, NICE WFM or similar)
Strong understanding of contact center metrics, forecasting models, and scheduling logic
Prior implementation or managed services exposure in WFM programs

Solution Design & Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).

• Forecasting & Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.

• Capacity & Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.

• SLA & Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.

• Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.

• Platform Expertise: Proven experience implementing WFM modules within major CCaaS platforms such as Genesys Cloud, Sprinklr, or NICE IEX.

• WFM Logic: Strong foundational knowledge of forecasting models (Erlang-C, AI-based simulations), scheduling logic, and intraday management.

• Contact Center Operations: Deep understanding of contact center metrics and how they impact business outcomes.

• Managed Services: Prior experience in WFM program implementation or managed services is highly preferred.

• Analytical Skillset: Ability to translate raw data into strategic staffing recommendations.