About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.

We are partnering with a local India firm called Kaamwork to build out an Engineering presence in India. We are setting up a new cloud engineering team in India.

What You'll Do

Our team is dedicated to creating seamless omnichannel engagement to meet the customer where/when they desire and increase FCR through the optimization of our cloud based contact center solutions supporting both human and virtual agents. This role is focused on our suite of contact center solutions with a primary focus on Sprinkr, but also including: (IVR, routing, analytics, WFM, bot, knowledge base).

• Provide administrative support for our Sprinklr platform to include such tasks as User Management and Access Control, Configuration and Setup Support, Technical Support and Troubleshooting, and Monitoring and Maintenance
• Assist in troubleshooting technical issues related to Sprinklr and provide support during implementation and post-deployment stages.

Provide Sprinklr bot development support by building dialog trees, customizing the dialog flow, integrating content and knowledge, and testing and deploying final solutions

• Partner with Program and Product Managers to scope feasibility of feature enhancements to Sprinklr and propose platform optimization recommendations and solutions
• Assist in troubleshooting technical issues related to Sprinklr and provide support during implementation and post-deployment stages.
• Support the evaluation of CCaaS technologies and platforms helping the team make informed decisions on tools, frameworks, and technologies.
• Assist in integrating Sprinklr with other business systems, such as CRM tools and third-party applications, ensuring seamless data flow and optimized performance.
• Help maintain and update technical documentation, including architecture diagrams, configuration guides, and integration workflows.
• Work directly with vendor partners to influence product roadmaps, rollouts, timelines, and other planned and unplanned priorities to align with our organizations needs
• Perform platform enhancements and updates as prioritized by the product pipeline process
• Stay updated on the latest developments in Sprinklr, cloud platforms, and industry trends to continually improve your technical expertise and contribute to innovative solutions.

What You'll Bring

• BA/BS preferred in Computer Science, Information Technology, Engineering, or a related field.
• 3-5 years of experience working with Sprinklr, designing, implementing and creating technical documentation.
• Experience with system integration concepts (APIs, Web Services, RESTful APIs).
• Understanding of AI technologies and best practice
• Understanding of database technologies (SQL, NoSQL), security best practices in cloud environments and cloud storage concepts.