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.
Job Description
Sprinklr Platform Architect (TPA) serves as technical lead driving the design, deployment, and optimization of scalable Contact Center as a Service (CCaaS) solutions. TPA is engaged early in the project, working closely with the Engagement managers, solution consultants, implementation team and product team. From 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.
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Core responsibilities:
1. Solution design and implementation:
- Support the sales process by reviewing solution design. Evaluate implementation strategies and customize 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.
- Working with the solution consultants, and engagement managers to ensure solution designs meet customer needs. TPA initiates and owns the design and associated artifacts like LLD , Security compliance documentation etc to build an adequate operational foundation.
2. Enterprise architecture:
- Analyze 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 all stake holdersto map out solution builds. Align technical architecture with business goals and act as a trusted advisor to customers.
3. 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.
4. Delivery Operating Model Governance:
- Go-Live supervision and support: Create a governance process that ensures successful implementation. End User Acceptance and continuous support while maintaining alignment with customer goals.
- Project delivery and handover: Work with strategy consultants to support project delivery for delivery and customer success teams. Engage during the design process to provide oversight and answer operational questions.
5. Thought leadership and customer advocacy:
- Thought leadership and sharing best practices: 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.
Required Qualifications:
- Bilingual in English and Korean
- Education: Bachelor's degree in Computer Science information technology or related fields (will be specially considered)
- Experience: 8+ years in cloud solution architecture. Contact Center Solutions or digital transformation
- Technical Skills: Expertise in CCaaS platforms (Sprinklr, Avaya, Genesys), cloud architecture (AWS, Azure), and DevOps principles.
- Soft Skills: Strong Communication Advisory skills and project supervision.
- Certifications: AWS, Azure, or related cloud solution certification preferred.
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, virtual fitness, and access to Headspace. 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.