Lead Technical Success Specialist - CCaaS

Senior Technical Success Specialist

Note:

Each Senior Technical Success Specialist specializes in either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center). All activities listed below apply to both tracks but will be executed within the Architect's assigned domain.

• 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.

• 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,…