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Metro location, common account manager title, broad technical skillset, and known employer increase candidate competition.
Role requires niche telecom/CCaaS and VoIP integration experience, making cross-industry transferability low.
Multiple mandatory technical skills, telecom/VoIP experience, and timezone/customer constraints make shortlisting highly strict.
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Serve as the primary technical support and escalation contact for Sprinklr’s largest enterprise clients, focusing on platform performance, functionality, and issue resolution.
Collaborate with account teams, engineering, and clients to manage support cases, monitor ticket trends, and ensure adherence to SLAs with a focus on reducing client pain points.
Provide consulting on platform configuration, perform health checks, and support customer readiness for product releases and upgrades.
At least 2 years of experience in telecom, call center integration, and VoIP technologies, including hands-on development related to SIP and RTP protocols.
Technical expertise with contact center applications (Genesys Engage, Amazon Connect, Cisco Webex Contact Center, or similar) and voice protocols such as TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC.
Familiarity with CRM systems like Salesforce Service Cloud, scripting languages like Groovy and Javascript, and analytical tools such as Wireshark.
Ability to support U.S. time zones; occasional weekend work may be required. Graduation from a Tier-1 college.
Experienced in managing technical escalation for complex enterprise clients within contact center or VoIP domains, with a strong customer advocacy focus.
Proficient at bridging technical and business needs, comfortable collaborating across sales, support, engineering, and customer success teams in a fast-paced environment.
Skilled in detailed technical troubleshooting and system analysis with ability to learn and apply diverse new technologies rapidly.