Sprinklr CCaaS Engineer

Wanted: Sprinklr CCaaS Engineer, building the contact center of the future, channel by channel. At Pegamento, we don’t build call centers; we build full-fledged CCaaS (Contact Center as a Service) solutions for organizations such as international consumer electronics clients, Kindergarden, the Chamber of Commerce and the 113 Suicide Prevention Foundation. Think Sprinklr platforms where voice, chat, messaging, video, social, bots and reporting come together in one experience.

Why work with us:

• We improve your accessibility
• We enhance your customer experience
• We increase your efficiency

“With Pegamento, we found not just a supplier, but a true partner in change. Thanks to their expertise and our joint DevOps approach, we have made great strides in a short time. The technology supports our people so they can focus on where they make a difference: personal contact with entrepreneurs.”
Laila de Rooij
Director of Valuable Customer ContactChamber of Commerce

As a Sprinklr CCaaS Engineer, you will design, build and manage the heart of such a platform. You will be responsible for how customers come in, how calls are routed, what KPIs are measured and how the contact center behaves when it gets busy.

You’ll work with solution architects, voice specialists, CRM integrators, and AI engineers. And yes, you’ll join a team that sometimes calls itself “the Josti band”: opinionated, multi-disciplinary, and surprisingly effective in addition to a big dose of fun.

What do we expect from you in this role?

Within your first 90 days:

• Deliver one fully working Sprinklr flow: including voice-channel configuration, routing rules, IVR, case structure and dashboards.
• Become familiar with our telephony backbone (e.g. CM.com, SIP/SBC architecture) and understand how Sprinklr Voice integrates with it.
• Design your routing logic and queues based on concrete customer requirements, including escalation, fallback and SLA logic.
• Work with delivery and test teams on robust handovers and monitoring flows.

Within 12 months:

• Are you lead engineer in multiple CCaaS implementations, you monitor the functional structure of customer contact.
• Build your flows that combine channels: WhatsApp, phone, web chat, bots, with shared case context and routing rules.
• Ensure correct setup of RBAC, governance, approval flows and operational dashboards.
• Work with AI engineers to integrate LLM models into the customer journey (e.g., for classification, intent recognition or suggestion flows).
• Build libraries of reusable elements: IVR blocks, queue logic, response rules, categorizations.
• Support your test and QA with smart regression scripts or automated test cases within Sprinklr itself.

What do you bring?

• You have experience with Sprinklr (preferably with Sprinklr Service & Voice), or similar platforms such as Genesys, Salesforce Service Cloud, Talkdesk, Anywhere365, Cognigy, NiCE, Storm or Zendesk.
• You understand how a contact center works: routing, SLAs, skills-based queues, multi-channel, RBAC, reporting.
• You don’t think in “tickets,” but in customer journeys: from first contact to full processing.
• You can design logic, maintain config and collaborate with devs and consultants.
• You work in a structured way and document what you build – not out of duty, but out of pride.
• Interest or experience with: SIP integrations, SBCs, CM.com, WebRTC
• Interest or experience with: AI routing, categorization, handoff architecture
• Interest or experience with: KPI design (FCR, handling time, sentiment, etc.)
• Interest or experience with: Governance and auditing in large environments

What can you expect from us?

• Access to international Sprinklr projects with real scale.
• Close collaboration with voice architects, AI/LLM teams and integration engineers.
• Hybrid work with colleagues who make you think (and laugh).
• No vendor-lock-in mentality, we think in proprietary platform architecture.
• Room for innovation: we run our own models, own our telephony, and combine channels as you design it.
• A team that challenges, helps and keeps you focused, with humor and ownership