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Platform Architect - CCaaS



New York, NY, USA · Remote
Posted on Thursday, March 28, 2024

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

The Sprinklr Platform Architect plays a key role in crafting and executing robust implementations for enterprise-grade clients, utilizing Sprinklr's suite of products and services. This pivotal role involves not only suggesting optimal solutions based on specific requirements but also adeptly articulating the trade-offs inherent in selecting one solution over another. As a trusted advisor, the Platform Architect takes ownership of the end-to-end process, ensuring the seamless and successful implementation of Sprinklr solutions for clients.


The Platform Architect assumes a pivotal technical advisory role, tasked with assisting our clients in establishing a robust technical foundation within the Sprinklr Platform. Their primary objective is to design solutions that propel desired business outcomes. This involves spearheading the adoption and reinforcement of best practices encompassing instance strategy, technical governance, core data management, integrations, and the overall technical vitality of the platform.

In this highly consultative position, the Platform Architect abstains from direct configuration on the platform but rather guides Sprinklr consultants, partner consultants and customer resources in the implementation of best practices. Acting as a liaison between the customer and various stakeholders, including executives, platform owners, enterprise architects, and development teams, this role is integral throughout the sales, structuring, and implementation phases of solutions.

The ideal candidate for this role will have attained a senior-level position, such as enterprise architect or principal consultant, and boast a successful track record in technology consulting, with a focus on technology strategy, governance, data, and solution design. Demonstrating the ability to evolve into a trusted advisor for senior executives, the ideal candidate excels in facilitating the delivery of customer outcomes through strategic planning functions, including architecture design, business process design, technology road mapping, integration design and advising on successful execution strategies such as governance frameworks and the management of large enterprise system deployments and integrations.

What you get to do in this role:

As a Sprinklr Platform Architect, you will be instrumental in establishing and nurturing strong relationships with technical and business leaders. Your primary responsibility is to comprehend the client's vision and integrate Sprinklr seamlessly into their digital transformation journey. Leveraging your expertise, you will translate business objectives into actionable outcomes, creating comprehensive customer roadmaps and technical solution architectures.

Key Responsibilities:

Solution Design and Implementation:

  • Guide customers through a prescriptive solution design and manage technical implementation decision points.

  • Define solutions across the platform aligning with out-of-the-box capabilities.

  • Identify and design key integrations with 3rd party systems.

Sales Engagement:

  • Support the sales effort through reviewing the solution design, implementation strategy, scope, level of effort and refining estimates as necessary before approving SOWs.

Enterprise architecture:

  • Analyze and translate business information and technical requirements into comprehensive architectural blueprint.

  • Engage with customer enterprise architects to position Sprinklr as the digital transformation platform integrated with core systems.

  • Establish and manage technical governance process.

Instance Health and Configuration:

  • Drive solid instance health by reviewing and guiding the remediation of configurations that do not align with Sprinklr best practices.

Delivery Operating Model Governance:

  • Collaborate with clients and Sprinklr teams to establish governance processes ensuring successful go-lives, end-user adoption, and ongoing support.

Thought Leadership and Advocacy:

  • Advocate and champion Sprinklr’s professional services best practices and industry use cases with clients.

  • Contribute to thought leadership through the development of methodologies and white papers on optimizing Sprinklr services, and Co-delivery with partners for customer outcomes.


Consulting and Architecture Experience:

  • Preferred experience in technology consulting from Global System Integrator and/or SaaS/Cloud company architecting and deploying complex enterprise systems.

  • 8+ years in architect and consulting roles, focusing on technology (Digital/SaaS/Enterprise Software).

  • Fortune 500, Telco/call Center Network/Infrastructure and SaaS/Cloud enterprise architect experience.

  • Previous roles in Enterprise Architecture with relevant certifications (Togaf, IT4IT, CCIE, etc.)

  • Architecture experience in telephony, network, database, core data design, Security, integrations

Large Program Experience

  • 10+ years large program experience leading architecture and design

  • Experience working with functional business leaders to identify business objectives and develop outcome focused roadmaps and requirements.

Cloud Application Technology Experience

  • Expert level understanding of call center technology stack, communication platforms (CpaaS), Call Center platforms (CcaaS), workflow platforms and customer experience management systems including CFM, CRM, and CSM.

  • Understanding of systems architecture and ability to design scalable performance-driven solutions.

  • Understanding of key design patterns and large data volume limitations and best practices

  • Understanding of data sharing and visibility considerations and how these play into platform architecture

  • Familiarity with platform authentication patterns (SAML, SSO, OAuth)

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.

Compensation Range

$161,000 - $215,000 - $269,000

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.