Lead Technical Success Specialist

Responsibilities

• Conduct comprehensive configuration audits, including tagging frameworks, governance models, and automation rules to ensure platform health.
• Lead platform re-architecture efforts to optimize scalability, usability, and performance for strategic accounts.
• Manage integration architecture by identifying failure points and bottlenecks in connections with CRMs, telephony, and analytics systems.
• Optimize AI and automation capabilities, such as NLP accuracy, intent libraries, and bot flows, to drive business outcomes.
• Perform workflow and KPI rationalization to identify manual inefficiencies and ensure accurate data modeling and reporting.
• Serve as a technical escalation resource, leading root cause analyses and collaborating with Engineering to resolve high-impact issues.
• Advise on governance, security, and compliance (GDPR, HIPAA, etc.) in partnership with internal engineering teams.

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent work experience.
• 8+ years of experience in technical consulting, solution architecture, or platform engineering for enterprise SaaS.
• Deep expertise in either Core domains (Marketing, Social, Ads, Insights) or Service domains (Contact Center, Care, Automation).
• Hands-on knowledge of enterprise integrations, REST APIs, webhooks, and authentication protocols.
• Familiarity with AI/ML-powered systems, including natural language processing and classification models.
• Proven ability to facilitate technical design sessions and create documentation using tools like Lucidchart, Visio, or Miro.

Preferred Qualifications

• Direct experience implementing or optimizing Sprinklr deployments.
• Familiarity with enterprise platforms such as Salesforce, Adobe Experience Cloud, NICE, Genesys, or Zendesk.
• Experience managing platform technical debt and guiding long-term architectural evolution.
• Strong understanding of enterprise security, data privacy, and accessibility compliance frameworks.

Benefits

• Comprehensive healthcare coverage options.
• Paid time off to support mental and physical well-being.
• Access to a formal Mentoring Program to support professional growth.

About the Company

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM). We empower the world's leading brands to deliver extraordinary, personalized experiences at scale across every customer touchpoint by combining human instinct with the speed and efficiency of AI.