CCaaS Architect

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture here: The Sprinklr Way.

Job Description
 

Job Description

Sprinklr is looking for a Lead Solutions Architect who will partner with our sales organization to help drive revenue for Sprinklr CCaaS Product called Service.

At Sprinklr, Solution Architect have the technical knowledge and business consulting acumen to uncover a customer’s current and future states and their goals to best position Sprinklr’s platform. They speak from a position of confidence and credibility with their product and industry knowledge and can provide insights and build rapport easily while being a trusted advisor.

What You'll Do

• Develop and present customized solutions leveraging Sprinklr's AI-powered platform to address complex business challenges across service, social, marketing and research.
• Collaborate with sales and consulting teams to integrate AI and data science capabilities into clients' existing infrastructures.
• Design and showcase advanced automation solutions, including agentic AI, Self Service and AI-powered technologies for contact centers supporting digital and voice channels.
• Design scalable, high-performance, and cost-efficient architectures leveraging Sprinklr’s Unified-CXM platform for complex CCaaS opportunities.
• Provide strategic guidance on Voice architecture, call flows, data architecture, multi-cloud deployments, API integrations, and hybrid-cloud environments.
• Create technical and system architectures for current environments, future landscapes, and solution comparisons.
• Collaborate with cross-functional teams to ensure ethical and responsible use of AI in technology solutions.
• Lead presales activities that include building and delivering compelling presentations, making solution recommendations, facilitating in-depth technical workshops, assisting with RFPs, and conducting Proofs of Concept (POC) that demonstrate Sprinklr solutions and the value they provide against a customer’s required capabilities.
• Collaborate with the Sprinklr ecosystem (i.e. customer success, platform architects, specialists, engineering, product marketing and others) to configure relevant art of the possible demonstrations and validate customer requirements.
• Well versed in design thinking, human centric design focused on experience-oriented solutions and outcomes for enterprise customers.
• Must be local to where our customers are and be willing to travel up to 40% of the time.

Who You Are & What Makes You Qualified

• Bachelor's degree in computer science, mathematics, or engineering; Master's degree preferred
• 10+ years of experience in Contact Center & UC solutions, Voice infrastructure, Call collection and routing, Enterprise architecture, data architecture and cloud native CCaaS solutions
• 5+ years of experience with software architecture and design within CCaaS systems and driving value based selling.
• Demonstrated experience in solutioning use cases with Gen AI, LLM, RAG based approach.
• Expertise in cloud contact center ecosystems (Cisco Webex, Genesys, Amazon Connect, NICE, Five9) and cloud-based martech solutions.
• Strong knowledge of AI, automation, and ML frameworks, with hands-on experience integrating AI-driven customer engagement solutions
• Clear communicator who can command engagements with Executives, IT, and business leads, translating complex AI-driven functions to business value
• Thought leader who has engaged in activities such as publishing whitepapers, speaking at industry events, blogging, etc.
• Ability to do deep discovery of customer’s architecture framework and connect those with CCaaS Solution
• Provide expertise in multi-cloud architectures, data sharing, streaming, and hybrid-cloud environments.
• Experience with cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Workflow Automation, Self Service, Conversational AI, Workforce Optimization, Outbound Engagement, Social Media Engagement, Digital (DX), Unified communications (UC) and Analytics

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contribution