Technical Platform Architect - CCaaS

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

Fluency in 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 platform solutions including but not limited to Contact Centre as a Service (CCaaS).

The TPA is engaged early in our projects, working closely with the Customers, 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 stakeholders 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 offer 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.
• Sprinklr Platform and solutioning experience gained through implementations/intergrations using Sprinklr products and solutions.
• 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 Centre technology stack, communication platforms (CPaaS), Call Centre 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.
• English and Italian is mandatory.
• Role based in Milan, Italy.
• Expected to work on customer premises three days per week.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.