CXM Architect

TalentAhead India Pvt. Ltd.

10 - 14 years

0 Lacs

karnataka

Posted:1 week ago| Platform: Shine logo

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Skills Required

social listening engagement analytics automation data architecture call routing dashboards custom reports troubleshooting wireshark voip sprinklr solutions sprinklr unifiedcxmccaas voice architecture call flows api integrations cloud deployments genai llms rag techniques aipowered platform ivr flow design omnichannel case management sipwebrtc crm integrations voice workflows kpis callback scheduling lead tracking prompt management

Work Mode

On-site

Job Type

Full Time

Job Description

As a Sprinklr Architect, your role will involve leading the design, implementation, and optimization of Sprinklr solutions to meet business objectives. You will be responsible for architecting scalable and high-performance Sprinklr Unified-CXM/CCaaS environments for complex deployments. Your key responsibilities will include: - Guiding the configuration, customization, and integration of Sprinklr modules such as social listening, engagement, analytics, and automation. - Providing strategic technical guidance on voice architecture, call flows, data architecture, API integrations, and cloud deployments. - Collaborating with internal stakeholders and Sprinklr's ecosystem to validate and translate requirements into technical solutions. - Ensuring best practices in data architecture, security, governance, and solution development using GenAI, LLMs, and RAG techniques. - Developing and presenting customized solutions leveraging Sprinklr's AI-powered platform for customer service, social, marketing, and research. - Leading presales activities including technical workshops, RFP responses, and Proofs of Concept. - Demonstrating proficiency in IVR flow design, omnichannel case management, SIP/WebRTC, API and CRM integrations, call routing, and voice workflows. - Creating advanced dashboards, custom reports, and tracking KPIs such as SLA, sentiment, resolution time, and customer satisfaction. - Utilizing strong troubleshooting skills (e.g., Wireshark, VoIP) and experience with callback scheduling, lead tracking, and prompt management. In addition to the above responsibilities, you should have a minimum of 10+ years of experience in contact center technologies, with at least 2+ years of hands-on Sprinklr CCaaS expertise. Experience in migrating legacy platforms to cloud-based CCaaS solutions is required. A Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience) is necessary. Possession of Sprinklr Unified CXM certification and additional cloud/contact center certifications are preferred. You should also demonstrate excellent communication, problem-solving, and teamwork skills with the ability to work independently and within global, matrixed teams.,

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