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Strong employer brand and metro location increase competition, but niche telecom/VoIP expertise narrows candidate pool.
Requires deep contact-center, telecom and VoIP platform expertise, limiting transferability across industries.
Mandatory telecom/VoIP, contact-center platform, scripting skills, and US-timezone support create high shortlisting rigidity.
Serve as the primary technical support contact for Sprinklr’s largest, most complex platinum-tier customers, ensuring high-quality issue resolution and platform performance.
Act as internal escalation point collaborating with Sales, Customer Success, and Engineering for expedited resolution of customer issues and platform enhancements.
Manage regular customer case reviews, monitor support trends, ensure SLA adherence, and prepare internal reports to improve customer health and service delivery.
At least 2 years experience with telecom, call center integration, VoIP, SIP protocols, and related technologies.
Strong knowledge of Voice protocols (TCP/IP, VOIP, SIP, RTP), CTI, IVR, Dialer systems, and CRM systems like Salesforce Service Cloud.
Graduation from a Tier-1 college and strong English communication skills.
Willingness and ability to support U.S. time zones; occasional weekend work may be required.
Experienced managing large enterprise technical support accounts, especially with complex custom implementations and platform configurations.
Technical expertise in contact center technologies (Genesys, Amazon Connect, Cisco Webex), voice and video communications, and integration platforms (UCaaS, CPaaS).
Comfortable collaborating cross-functionally with sales, engineering, and customer success teams for operational excellence and customer advocacy.