Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Sprinklr
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking a highly skilled Sprinklr Implementation Lead Consultant to lead the design, implementation, and optimization of Sprinklr solutions that align with our business goals. The ideal candidate will have deep expertise in the Sprinklr platform, strong technical skills, and experience architecting social media management, customer experience, and digital engagement solutions using Sprinklr Unified AI-powered Contact Center as a Service (CCaaS) platform that enables customer service agents to seamlessly serve customers across digital, social and voice channels, and empowers the leadership to drive transformation. Roles & Responsibilities: Strategic & Technical Leadership. • Design and configure Sprinklr’s Unified-CXM platform for complex CCaaS deployments. • Lead the end-to-end design and configuration of Sprinklr implementations across multiple business units aligned with company strategy and customer engagement goals. • Provide technical guidance on Sprinklr voice configuration, call flows, data workflows, case management, API integrations, and Agent console. • Guide configuration, customization, and integration of Sprinklr modules including social listening, engagement, analytics, and automation. Collaboration & Consulting • Collaborate with Sprinklr’s ecosystem—customer success, platform architects, engineering, and product marketing—to validate customer requirements. • Collaborate with business stakeholders to understand requirements and translate them into technical specifications. • Ensure best practices in data architecture, security, and governance within the Sprinklr platform. • Lead solutioning efforts using Gen AI, LLMs, and Retrieval-Augmented Generation (RAG) approaches. Solution Development & Presentation • Develop and present customized solutions leveraging Sprinklr’s AI-powered platform across service, social, marketing, and research domains. • Showcase advanced automation including agentic AI, self-service, and voice/digital channel support. Professional & Technical Skills: Experience. • Minimum 8+ years of experience in contact center technologies. • At least 2 + years of hands-on experience with Sprinklr CCaaS platform. • Proven experience designing and deploying complex contact center solutions. • Migration experience from legacy platforms to CCaaS cloud implementations. · Technical Skills: • Strong proficiency in IVR Flow Design & Optimization, Conversational IVR & Voice Bots • Omnichannel Case Management across social media, email, chat, voice, and messaging apps from a unified interface • Understanding of SIP, WebRTC, SBC Configuration • API Integration (REST/SOAP) • CRM Integration (Salesforce, Dynamics) • Call Routing & Deflection Strategies • Sprinklr Voice Workflows • Text-to-Speech & Prompt Management • Callback Scheduling & Lead Tracking • Custom Reports and Advanced Dashboards including SLA tracking and sentiment trends and KPIs like resolution time, agent productivity, and customer satisfaction • Experience with CI/CD pipelines and DevOps practices is a plus. Certifications: • Completion of trainings in Sprinklr University Learning Services • Preferably Sprinklr Unified CXM Certifications • Additional certifications in cloud platforms or contact center solutions are a plus. - Soft Skills • Excellent verbal and written communication skills. • Strong problem-solving skills and attention to detail. • Ability to work independently and in a globally distributed team environment. • Comfortable working in a matrixed organization structure. - Must-Have Skills 1. Hands-on Expertise with Sprinklr CCaaS Platform – Proven experience configuring, deploying, and optimizing Sprinklr across social, voice, and digital channels. 2. Integration Skills – Strong understanding of IVR, omnichannel routing, SIP/WebRTC, CRM (e.g., Salesforce), and API integrations. 3. Solution Design & Stakeholder Engagement – Ability to lead solutioning discussions, translate business needs into technical requirements to technical and non-technical audiences. 4. Experience with Sprinklr Voice Workflows and Agent console and Personas. - Good-to-Have Skills 1. Sprinklr Unified CXM Certification & Training – Demonstrates formal mastery and platform depth through Sprinklr University or certification programs. 2. Experience with GenAI, LLMs, or RAG in Contact Center Use Cases – Adds innovation capacity through cutting-edge AI-driven capabilities. 3. DevOps and CI/CD Familiarity – Helpful for automation, deployment consistency, and operational efficiency in multi-cloud environments. 4. Familiarity with enterprise architecture frameworks (e.g., TOGAF), Experience with AI/ML-based sentiment analysis or predictive routing. Additional Information: - The candidate should have 5 to 9 years of experience with Min 5 years of experience in Sprinklr. - Bachelor’s degree in computer science, Engineering, Telecommunications, or related field, or equivalent work experience.

15 years full time education

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