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.
- Leadership & Strategy
- Define and lead the voice implementation and solution delivery strategy across enterprise CCaaS and CPaaS customers.
- Build, mentor, and scale a high-performing team of implementation specialists, voice engineers, and solution consultants.
- Collaborate with Product, Sales, Engineering, and Customer Success to ensure seamless execution from pre-sales to post-implementation.
- Solution Design & Technical Oversight
- Oversee the design and delivery of complex voice solutions, including SIP trunking, PSTN connectivity, call routing architecture, and global number management.
- Serve as a senior voice SME, guiding teams on best practices in telephony, IVR, QoS, failover, and multi-region deployments.
- Ensure all solutions are compliant with industry standards and regulations (e.g., STIR/SHAKEN, E911, CALEA, GDPR/CCPA).
- Customer Delivery Excellence
- Drive consistent, scalable, and repeatable implementation methodologies to ensure on-time, on-budget delivery.
- Partner with key enterprise customers to define success criteria, manage executive expectations, and resolve escalations.
- Champion a customer-first culture throughout the implementation lifecycle, ensuring high NPS and long-term retention.
- Process Optimization & Tooling
- Standardize documentation, project plans, QA checklists, and go-live processes across the implementation team.
- Qualifications:
Required:
- 12+ years of experience in telecommunications, cloud communications, or contact center technology, with 2–4 years in a leadership role.
- Proven experience delivering enterprise-grade CCaaS/CPaaS or voice infrastructure solutions globally.
- Deep understanding of SIP, RTP, VoIP, SBCs, DID provisioning, porting, and regulatory compliance.
- Strong background in leading customer-facing technical teams (implementations, professional services, or technical consulting).
- Executive presence and ability to engage directly with senior-level stakeholders and enterprise clients.
- Travel to customer sites may be required occasionally.
- Strongly Preferred:
- Experience with major platforms (e.g., Twilio, Five9, Genesys Cloud, NICE CXone, Talkdesk, or similar).
- Familiarity with programmable voice APIs, call analytics, and cloud-native infrastructure (AWS, Azure).
- Relevant certifications (SIP School, AWS, PMP, CCNA/ Collaboration, etc.).
- Identify and implement automation and tools to improve onboarding time, reduce defects, and increase internal efficiency.
- Own operational metrics (e.g., time-to-implement, voice quality incidents, go-live success rate) and drive continuous improvement.
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 and virtual fitness. 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.
