Deliver structured health check readouts and platform scorecards to customer stakeholders, paired with prioritized recommendations for improvement.
Lead platform re-architecture efforts where needed to optimize scalability, usability, and performance.
Facilitate technical workshops to align Sprinklr capabilities with broader enterprise system design and data strategies.
Ensure KPIs are accurately tracked and reflected through clean data models, dashboards, and reporting logic.
Collaborate with Support & Engineering to isolate issues, create reproducibility, and advise on fixes or workarounds.
Establish and document repeatable diagnostic frameworks to reduce future friction and improve MTTD/MTTR.
Create templates, playbooks, and reusable assets (e.g., audit frameworks, AI tuning guides, integration blueprints) to empower broader Success teams. Required
Requirements
Sprinklr is the definitive, AI-native platform for Unified Customer
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.
AI/Automation Optimization Review and tune AI capabilities—intent libraries, NLP accuracy, Smart Response suggestions, automation rules, bot flows, and classifiers—based on customer-specific use cases.
For Core: Tune AI-driven campaign tagging, content classifiers, sentiment analysis, and automated publishing logic.
Risk Mitigation & Incident Triage Serve as a go-to escalation resource for chronic or high-impact technical issues; lead structured root cause analyses and implement prevention strategies.
Engage with internal and external SMEs to review and continuously improve Sprinklr’s compliance with frameworks like ADA, GDPR, HIPAA, etc. Internal Collaboration & Reusability Act as a technical center of excellence within Success—partnering with TSMs, Product, and Engineering teams to scale architectural standards across accounts.
Qualifications Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent work experience. 8+ years in technical consulting, solution architecture, technical account management, or platform engineering for enterprise SaaS. Deep
experience with at least one major product domain: Core : Campaign orchestration, paid social management, content tagging, listening taxonomy, marketing analytics.
Service : Contact center configuration, AI-based routing, case management, service automation, customer care analytics.
Hands-on knowledge of enterprise integrations, REST APIs, event architecture, webhooks, and authentication protocols.
Familiarity with AI/ML-powered systems—natural language processing, classification models, retraining, tuning workflows. Strong
Ability to document solution design using diagrams and architecture maps (e.g., Lucidchart, Visio, Miro).
experience implementing or optimizing Sprinklr deployments—across Core or Service products. Familiarity with enterprise-grade platforms such as Salesforce (Sales/Service Cloud), Adobe
Experience Cloud, NICE, Genesys, Zendesk, or HubSpot. Prior
Benefits
We offer you and your family voluntary healthcare coverage in countries where applicable.
We believe it is important to take time off – it is essential for your mental and physical wellbeing.
We provide Sprinklrites with paid time off to recharge and spend time with loved ones.
Contact
Focused on either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center) domains ( https://www.sprinklr.com/products/ ), this role is critical to ensuring Sprinklr is adopted at scale, configured for resilience, and delivering measurable business outcomes.
Additional details
Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
Job Description The Senior Technical Success Specialist is a senior, customer-facing expert within Sprinklr’s Customer Organization, responsible for maximizing platform value for our most strategic accounts.
This role combines deep technical acumen with the ability to audit usage, surface blockers, and drive alignment across customer and internal teams.
Success Architects are value translators and solution advisors—articulating what great platform usage looks like, identifying gaps, and holding stakeholders accountable to close them.
What You'll Do Note : Each Senior Technical Success Specialist specializes in either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center).
All activities below apply to both tracks but will be executed within the Architect’s assigned domain.
Integration Architecture & Data Flow Understand integrations with adjacent systems (CRM, DAM, WFM, Telephony, Analytics, Ad Platforms, DMPs, etc.) and identify failure points, performance issues, or architectural bottlenecks that need to be addressed.
For Service: Optimize agent assist models, routing configurations, auto-responses, and self-service flows to improve CSAT, AHT, and containment.
Workflow & KPI Rationalization Conduct workflow audits to identify redundant processes, manual inefficiencies, and misaligned configurations.
For Core: Rationalize campaign setup, publishing governance, brand taxonomy, and listening classification flows.