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 and how we make our employees happier through The Sprinklr Way.

The Sprinklr TPA plays a key role in crafting and executing robust implementations for enterprise-grade customers, utilising Sprinklr's suite of products and services. The TPA serves as the technical lead driving the design, deployment, and optimisation of scalable Sprinklr core solutions including but not limited to Contact Center as a Service (CCaaS).  

The TPA is engaged early in our projects, working closely with the Engagement Managers, Solution Consultants, Implementation and Product teams. From supporting pre-sales scoping to solution delivery, TPA ensures that the solution architecture meets the customer's goals and provides support and inputs for creating scope of work. 

Your Responsibilities     

Solution design and implementation:  

Support the sales process by reviewing solution design. Evaluate implementation strategies and customise estimates for TPA-assigned accounts.  

Provide consultation to stake holders with appropriate design & solution approaches, managing technical implementation decisions, defining solutions, and identifying critical risks throughout the engagement lifecycle. 

Work with solution consultants and engagement managers to ensure solution designs meet customer needs.  

Initiate and own the design of artifacts, Security compliance documentation etc. to build an adequate operational foundation. 

Enterprise architecture:  

Analyse business and technical requirements to create a comprehensive architecture, including low-level designs (LLDs) and an architectural blueprint for digital transformation. This framework will be essential and should be easy for consumption by the implementation team.  

Work closely with the stakeholders to map out solution builds. Align technical architecture with business goals and act as a trusted advisor to customers. 

Implementation of Best Practices and Templates:  

Implementing best practices and configuration: Guarantee instance health by verifying configuration and workflow, Sprinklr best practices, and improvement guidelines for different configurations.  

UAT and Sandbox protocol compliance: Maintain system health by enforcing UAT and sandbox protocols to ensure compliance with best practices throughout the configuration lifecycle. 

Delivery Operating Model Governance:  

Project delivery and handover: Work with consultants to support project delivery and help transition to customer success teams. Engage during the design process to provide oversight and answer operational questions. 

Thought leadership and customer advocacy:  

Provide thought leadership by sharing best practices, industry use cases, and learning from previous projects to improve customer experience.  

Account-Level Awareness & Strategic Initiatives: Remain informed of prominent Managed Services (MS) initiatives on assigned accounts to ensure alignment and continuity across customer engagements. 

Candidate Profile 

8+ years experience in architect and consulting roles, focusing on complex CCaaS/digital transformation. 

Telco/call Center Network/Infrastructure and SaaS/Cloud enterprise architect experience, gained ideally through working with Fortune 500. 

Experience in telephony, network, database, core data design, Security, integrations. 

Experience working with functional business leaders to identify business objectives and develop outcome focused roadmaps and requirements. 

Expert level understanding of Call Center technology stack, communication platforms (CPaaS), Call Center platforms (CCaaS), workflow platforms and customer experience management systems including CFM, CRM, and CSM. 

Proficiency with data exchanges and REST/SOAP APIs and Webhooks.  

Familiarity with platform authentication patterns (SAML, SSO, OAuth). 

High-level knowledge of relational databases and MongoDB 

Strong team player showing keen interest in taking on new challenges.  

Proactive and quick learner. 

Full understanding of software development lifecycle best practices. 

“Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.”

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 contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
 

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.