Hiring: Customer Service Manager- Technical Support Company: Caesars Entertainment Location: Jersey City, NJ Job Posted Time: 2026-09-16 23:41:00 Target Skills & Keywords : Change Management, REST, RESTful, Salesforce, Stakeholder Management, User Experience, Webhooks, Zendesk About the job Experience: •3+ years of technical administration experience, specifically managing Sprinklr Service Cloud (SCaaS) or similar enterprise CX platforms (e.g., Salesforce Service Cloud, Zendesk). •80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence. Required Skills: •This role is responsible for transforming customer service data into actionable insights while ensuring the technology that supports those insights remains reliable, scalable, and aligned with business needs. •Software Solutions, Reporting, and Analytics •Design, configure, test, and implement technology solutions that address business needs and enhance the effectiveness of customer service operations. •Translate business requirements into scalable system configurations. •Perform ad hoc system configuration and optimization to support high-volume periods, seasonal demand, and critical business initiatives. •Monitor system health, manage scheduled updates, and troubleshoot technical issues. •Develop, maintain, and enhance reporting and dashboards to measure customer service performance, operational effectiveness, and business outcomes. •System Administration, Documentation, and Governance Qualifications: •Bachelor's degree in Information Technology, Computer Science, Management Information Systems (MIS), or a related technical discipline (or equivalent practical experience). •Sprinklr Platform Administrator Certification (Sprinklr Core / Service Cloud Pro) is strongly preferred. •Certifications in IT service management (e.g., ITIL Foundation) or CRM administration (e.g., Salesforce Administrator) are a plus. •Sprinklr Service Cloud Mastery: Deep hands-on experience configuring Sprinklr Rule Engine, Skills-Based Routing, Case Queues, Macros, and Omni-Channel Inbox, social media channel mapping, and automated workflow logic. •Analytics & Data Literacy: Proficiency in building and maintaining custom reporting widgets, SLA and performance metrics with a strong ability to validate data accuracy, ensure reporting integrity, and translate findings into actionable business insights. •API & System Integrations: Working familiarity with RESTful APIs, webhooks, and JSON payloads to diagnose data sync issues between Sprinklr and back-end CRM or Player Account Management (PAM) databases. •High-Volume CX Environment: Experience supporting 24/7/365 multi-tiered customer contact centers handling high-sized velocity and peak traffic events. •IGaming & Sports Betting Context: Familiarity with the operational demands of digital gaming, sportsbook regulations, responsible gaming flagging, or player account verification workflows. •Change Management & Release Governance: Proven ability to test configurations in sandbox environments, write release notes, and coordinate smooth rollouts to production with minimal disruption to front-line agents. •Soft Skills & Stakeholder Management Compensation: •$84,000 - $100,000 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!