Technical Platform Architect - CCaaS

Responsibilities

• Solution design and implementation: Support the sales process by reviewing solution design. Evaluate implementation strategies and customise estimates for TPA-assigned accounts.
• Provide consultation to stakeholders with appropriate design & 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 etc. to build an adequate operational foundation.
• Enterprise architecture: Analyse business and technical requirements to offer a comprehensive architecture, including low-level designs (LLDs) and an architectural blueprint for digital transformation. This framework will be essential and should be easy for consumption by the implementation team.
• Work closely with the stakeholders to map out solution builds. Align technical architecture with business goals and act as a trusted advisor to customers.
• Implementation of Best Practices and Templates: Implementing best practices and configuration: Guarantee instance health by verifying configuration and workflow, Sprinklr best practices, and improvement guidelines for different configurations.
• UAT and Sandbox protocol compliance: Maintain system health by enforcing UAT and sandbox protocols to ensure compliance with best practices throughout the configuration lifecycle.
• Delivery Operating Model Governance: Project delivery and handover: Work with consultants to support project delivery and help transition to customer success teams. Engage during the design process to provide oversight and answer operational questions.
• Thought leadership and customer advocacy: Provide thought leadership by sharing best practices, industry use cases, and learning from previous projects to improve customer experience.
• Account-Level Awareness & Strategic Initiatives: Remain informed of prominent Managed Services (MS) initiatives on assigned accounts to ensure alignment and continuity across customer engagements.
• Candidate Profile
• 8+ years' experience in architect and consulting roles, focusing on complex CCaaS/digital transformation.
• Sprinklr Platform and solutioning experience gained through implementations/intergrations using Sprinklr products and solutions.
• Telco/call Center Network/Infrastructure and SaaS/Cloud enterprise architect experience, gained ideally through working with Fortune 500.
• Experience in telephony, network, database, core data design, Security, 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, communication platforms (CPaaS), Call Centre platforms (CCaaS), workflow platforms and customer experience management systems including 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 showing keen interest in taking on new challenges.
• Proactive and quick learner.
• Full understanding of software development lifecycle best practices.
• English and Italian is mandatory.
• Role based in Milan, Italy.
• Expected to work on custom

Benefits

Additional Information

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. Sprinklr's unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Fluency in The Sprinklr TPA plays a key role in crafting and executing robust implementations for enterprise-grade customers, utilising 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, Implementation and Product teams. From supporting pre-sales scoping to solution delivery, TPA ensures that the solution architecture meets the customer's goals and provides support and inputs for creating scope of work.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Sprinklr? Share your experience