Job Description

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Sprinklr
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are seeking a highly skilled Sprinklr Architect to lead the design, implementation, and optimization of Sprinklr solutions that align with our business goals. The ideal candidate will have deep expertise in the Sprinklr platform, strong technical skills, and experience architecting social media management, customer experience, and digital engagement solutions using Sprinklr Unified AI-powered Contact Center as a Service (CCaaS) platform that enables customer service agents to seamlessly serve customers across digital, social and voice channels, and empowers the leadership to drive transformation. Roles & Responsibilities: Strategic & Technical Leadership: o Design scalable, high-performance architectures using Sprinklr's Unified-CXM platform for complex CCaaS deployments. o Lead the end-to-end design and architecture of Sprinklr implementations across multiple business units aligned with company strategy and customer engagement goals. oProvide strategic guidance on voice architecture, call flows, data architecture, multi-cloud deployments, API integrations, and hybrid-cloud environments oGuide configuration, customization, and integration of Sprinklr modules including social listening, engagement, analytics, and automation. Collaboration & Consulting oCollaborate with Sprinklr's ecosystem - customer success, platform architects, engineering, and product marketing--to validate customer requirements. o Collaborate with business stakeholders to understand requirements and translate them into technical specifications. o Ensure best practices in data architecture, security, and governance within the Sprinklr platform. o Lead solutioning efforts using Gen AI, LLMs, and Retrieval-Augmented Generation (RAG) approaches. Solution Development & Presentation: o Develop and present customized solutions leveraging Sprinklr's AI-powered platform across service, social, marketing, and research domains. o Showcase advanced automation including agentic AI, self-service, and voice/digital channel support. o Lead presales activities: presentations, technical workshops, RFP support, and Proofs of Concept (POC). Professional & Technical Skills: o Strong proficiency in IVR Flow Design & Optimization, Conversational IVR & Voice Bots o Omnichannel Case Management across social media, email, chat, voice, and messaging apps from a unified interface o Understanding of SIP, WebRTC, SBC Configuration o API Integration (REST/SOAP) o CRM Integration (Salesforce, Dynamics) o Call Routing & Deflection Strategies o Sprinklr Voice Workflows o Wireshark & VoIP Troubleshooting o Text-to-Speech & Prompt Management o Callback Scheduling & Lead Tracking o Custom Reports and Advanced Dashboards including SLA tracking and sentiment trends and KPIs like resolution time, agent productivity, and customer satisfaction o Experience with CI/CD pipelines and DevOps practices is a plus. Must-Have Skills 1. Hands-on Expertise with Sprinklr CCaaS Platform - Proven experience configuring, deploying, and optimizing Sprinklr across social, voice, and digital channels. 2. Contact Center Architecture & Integration Skills - Strong understanding of IVR, omnichannel routing, SIP/WebRTC, CRM (e.g., Salesforce), and API integrations. 3. Solution Design & Stakeholder Engagement - Ability to lead solutioning discussions, translate business needs into scalable architectures, and present solutions to technical and non-technical audiences. 4. Experience with Sprinklr Voice Workflows and Automation Studio, Proven ability to lead cloud migration from legacy contact center platforms. Good-to-Have Skills 1. Sprinklr Unified CXM Certification & Training - Demonstrates formal mastery and platform depth through Sprinklr University or certification programs. 2. Experience with GenAI, LLMs, or RAG in Contact Center Use Cases - Adds innovation capacity through cutting-edge AI-driven capabilities. 3. DevOps and CI/CD Familiarity - Helpful for automation, deployment consistency, and operational efficiency in multi-cloud environments. 4. Familiarity with enterprise architecture frameworks (e.g., TOGAF), Experience with AI/ML-based sentiment analysis or predictive routing. Soft Skills: o Excellent verbal and written communication skills. o Strong problem-solving skills and attention to detail. o Ability to work independently and in a globally distributed team environment. o Comfortable working in a matrixed organization structure. Experience: o Minimum 10+ years of experience in contact center technologies. o At least 2 + years of hands-on experience with Sprinklr CCaaS platform. o Proven experience designing and deploying complex contact center solutions. o Migration experience from legacy platforms to CCaaS cloud implementations.. Additional Information: Certifications o Completion of trainings in Sprinklr University Learning Services o Preferably Sprinklr Unified CXM Certifications o Additional certifications in cloud platforms or contact center solutions are a plus. Required Qualifications & Skills: Education: o Bachelor's degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.
15 years full time education
About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services--creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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Skills Required