Technical Platform Architect - CCaaS

Sprinklr is the definitive, AI‑native platform for Unified Customer Experience Management (Unified‑CXM), empowering brands to deliver extraordinary experiences at scale across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions.

Job Description

Fluency in the Sprinklr TPA plays a key role in crafting and executing robust implementations for enterprise‑grade customers, utilizing Sprinklr’s suite of products and services. The TPA serves as the technical lead driving the design, deployment, and optimisation of scalable Sprinklr platform solutions including, but not limited to, Contact Centre as a Service (CCaaS). The TPA is engaged early in our projects, working closely with the customers, engagement managers, solution consultants, and product teams. From supporting pre‑sales scoping to solution delivery, the TPA ensures that the solution architecture meets the customer’s goals and provides support for creating scope of work.

Your Responsibilities

• Support the sales process by reviewing solution design, evaluating implementation strategies, and customising estimates for TPA‑assigned accounts.
• Provide consultation to stakeholders with appropriate design and solution approaches, managing technical implementation decisions, defining solutions, and identifying critical risks throughout the engagement lifecycle.
• Work with solution consultants and engagement managers to ensure solution designs meet customer needs.
• Initiate and own the design of artifacts, security compliance documentation, and other operational foundations.
• Analyse business and technical requirements to offer a comprehensive architecture, including low‑level designs (LLDs) and an architectural blueprint for digital transformation, ensuring ease of consumption by the implementation team.
• Map out solution builds with stakeholders, aligning technical architecture with business goals and acting as a trusted advisor to customers.
• Implement best practices and configuration: guarantee instance health by verifying configuration and workflow, Sprinklr best practices, and improvement guidelines for different configurations.
• Maintain system health by enforcing UAT and sandbox protocols to ensure compliance with best practices throughout the configuration lifecycle.
• Support project delivery and handover: work with consultants to support delivery and transition to customer success teams, providing oversight and answering operational questions during the design process.
• Provide thought leadership by sharing best practices, industry use cases, and lessons learned from previous projects to improve customer experience.
• Remain informed of prominent Managed Services (MS) initiatives on assigned accounts to ensure alignment and continuity across customer engagements.

Candidate Profile

• 8+ years of experience in architect and consulting roles, focusing on complex CCaaS and digital transformation.
• Sprinklr platform and solutioning experience gained through implementations and integrations using Sprinklr products.
• Telco/call center network/infrastructure and SaaS/cloud enterprise architect experience, ideally with Fortune 500 clients.
• Experience in telephony, network, database, core data design, security, and integrations.
• Experience working with functional business leaders to identify business objectives and develop outcome‑focused roadmaps and requirements.
• Expert level understanding of call centre technology stack, CPaaS, CCaaS, workflow platforms, and customer experience management systems such as CFM, CRM, and CSM.
• Proficiency with data exchanges and REST/SOAP APIs and webhooks.
• Familiarity with platform authentication patterns (SAML, SSO, OAuth).
• High‑level knowledge of relational databases and MongoDB.
• Strong team player with keen interest in taking on new challenges.
• Proactive and quick learner.
• Full understanding of software development lifecycle best practices.
• English and Italian are mandatory.
• Role based in Milan, Italy.
• Expected to work on customer premises three days per week.

Benefits

We offer a comprehensive suite of benefits designed to help each team member thrive, including voluntary health coverage where applicable, paid time off, and a mentoring program that connects professionals across the organization. These benefits support both personal well‑being and career development.

EEO Statement

Sprinklr is proud to be an equal‑opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, military service, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.