Lead Technical Success Specialist - CCaaS

The Senior Technical Success Specialist is a senior, customer-facing expert within Sprinklr’s Customer Organization, responsible for maximizing platform value for our most strategic accounts. This role combines deep technical acumen with the ability to audit usage, surface blockers, and drive alignment across customer and internal teams. Success Architects are value translators and solution advisors—articulating what great platform usage looks like, identifying gaps, and holding stakeholders accountable to close them. Focused on either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center) domains, this role is critical to ensuring Sprinklr is adopted at scale, configured for resilience, and delivering measurable business outcomes.

What You'll Do

• Platform Health & Configuration Strategy
  • Conduct comprehensive configuration audits—reviewing tagging frameworks, governance models, automation rules, permissions, routing, and taxonomy alignment.
  • Deliver structured health check readouts and platform scorecards to customer stakeholders, paired with prioritized recommendations for improvement.
  • Lead platform re-architecture efforts where needed to optimize scalability, usability, and performance.
• Integration Architecture & Data Flow
  • Understand integrations with adjacent systems (CRM, DAM, WFM, Telephony, Analytics, Ad Platforms, DMPs, etc.) and identify failure points, performance issues, or architectural bottlenecks that need to be addressed.
  • Facilitate technical workshops to align Sprinklr capabilities with broader enterprise system design and data strategies.
• AI/Automation Optimization
  • Review and tune AI capabilities—intent libraries, NLP accuracy, Smart Response suggestions, automation rules, bot flows, and classifiers—based on customer-specific use cases.
  • For Core: Tune AI-driven campaign tagging, content classifiers, sentiment analysis, and automated publishing logic.
  • For Service: Optimize agent assist models, routing configurations, auto-responses, and self-service flows to improve CSAT, AHT, and containment.
• Workflow & KPI Rationalization
  • Conduct workflow audits to identify redundant processes, manual inefficiencies, and misaligned configurations.
  • For Core: Rationalize campaign setup, publishing governance, brand taxonomy, and listening classification flows.
  • For Service: Audit case creation logic, escalation workflows, queue routing, SLA logic, and knowledge management flow.
  • Ensure KPIs are accurately tracked and reflected through clean data models, dashboards, and reporting logic.
• Risk Mitigation & Incident Triage
  • Serve as a go-to escalation resource for chronic or high-impact technical issues; lead structured root cause analyses and implement prevention strategies.
  • Collaborate with Support & Engineering to isolate issues, create reproducibility, and advise on fixes or workarounds.
  • Establish and document repeatable diagnostic frameworks to reduce future friction and improve MTTD/MTTR.
• Governance, Security & Compliance
  • Advise on access controls, audit logging, change management processes, data segregation, and compliance adherence in partnership with Sprinklr Engineering teams.
  • Engage with internal and external SMEs to review and continuously improve Sprinklr’s compliance with frameworks like ADA, GDPR, HIPAA, etc.
• Internal Collaboration & Reusability
  • Act as a technical center of excellence within Success—partnering with TSMs, Product, and Engineering teams to scale architectural standards across accounts.
  • Create templates, playbooks, and reusable assets (e.g., audit frameworks, AI tuning guides, integration blueprints) to empower broader Success teams.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent work experience.
• 8+ years in technical consulting, solution architecture, technical account management, or platform engineering for enterprise SaaS.
• Deep experience with at least one major product domain:
• Core: Campaign orchestration, paid social management, content tagging, listening taxonomy, marketing analytics.
• Service: Contact center configuration, AI-based routing, case management, service automation, customer care analytics.
• Hands-on knowledge of enterprise integrations, REST APIs, event architecture, webhooks, and authentication protocols.
• Familiarity with AI/ML-powered systems—natural language processing, classification models, retraining, tuning workflows.
• Strong experience facilitating technical design sessions, architecture reviews, and platform readouts to senior stakeholders.
• Ability to document solution design using diagrams and architecture maps (e.g., Lucidchart, Visio, Miro).

What Sets You Apart

• Direct experience implementing or optimizing Sprinklr deployments—across Core or Service products.
• Familiarity with enterprise-grade platforms such as Salesforce (Sales/Service Cloud), Adobe Experience Cloud, NICE, Genesys, Zendesk, or HubSpot.
• Prior experience managing platform technical debt and guiding long-term architecture evolution across brands or geographies.
• Strong understanding of enterprise security, data privacy, and accessibility compliance frameworks.
• Passion for digging deep into the “how” of product configuration—and making complex systems simpler, smarter, and safer.

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.

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.

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.

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.