Lead Product Solution Manager

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

• Work directly with prospects and customers during sales cycles, to build confidence and excitement around the full functionality of the Sprinklr CCaaS Omnichannel and Contact Center Intelligence and Automation platform and integrations with customer systems
• Own all deliverables around extensibility and integrations with customers: deliver value propositions, build data-flow and entity-relationship diagrams, walk-through integration demos, use Postman and other tools to show our API’s, and answer RFPs
• Be comfortable proactively recommending solution designs to customers during the sales cycle. You should be able to work with the customer to understand their existing technology stack and understand where Sprinklr plugs in and provides value
• Help identify and research opportunities on new/existing clients
• Collaborate with Engineering and Product teams to further build a best in class platform solution that the Solution Architecture team can inspire and sell into clients.
• Contribute to the development of your own and your team’s technical acumen
• Proactively engage in the strategic development of the SA organization by initiating and leading projects to further team development, organizational structure, product offering, technical training, etc.
• Creates compelling presentations and collateral that demonstrate our solutions and the value they provide against a customer’s required capabilities
• Ability to Identify further requirements within new and existing accounts.
• Expected to Continually Develop and maintain expert technical understanding of the client portfolio whilst leveraging against competitor solutions
• Lead and deliver technical workshops & proof of concepts based on customers key business requirements and ROI
• Creates re-usable collateral for the entire global presales team and acts as a mentor
• Keeps up with an aggressive training schedule and maintain up to date Sprinklr product certifications
• Identify key requirements needed from cross-functional teams and external vendors
• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
• Work with other sales and solution consultants to identify risks and opportunities across multiple projects within the department
• Provide hands-on, pre-sales technical guidance to the Sales division
• Create and deliver technical sales-focused presentations to buyers including whiteboarding and demo’s
• Attends client meetings to conduct in depth discovery on the customer’s current and future states and positive business outcomes
• Experience in a pre-sales/solution-consultant role at a SaaS company is a plus

Skills & Experience

• Should have 8+ years of experience and should be a Subject Matter Expert in the Latest contact center solutions with a focus on customer experience with specialization in in VoIP, Telecom, and Networking domains.
• Cloud Contact Center - Voice/CCaaS - ( Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, Talkdesk etc. ), CCaaS, Contact Center, Telephony, CPaaS, Cloud and On-Premise Contact Center Systems, CRM systems, Service Clouds, CDP’s, digital and Contact Center automation.
• Strong knowledge of VoIP Protocols (SIP/SDP, RTP/RTCP), Networking fundamentals (UDP/TCP/IP, DNS, MPLS), QoS (latency, jitter, packet loss mitigation) a
• Hands-on experience with Session Border Controller (SBC), Media Servers and WebRTC.
• Hands-on experience with Network topologies, VPNs, IPSec, Firewalls, and NAT traversal for VoIP.
• Strong troubleshooting skills, with experience using network monitoring and debugging tools.
• Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders.
• Experience defining solution architecture for Conversational AI and Telephony/IVR systems (IVR, AI, Voice/Chat Bots, business APIs) to build modernized Conversational AI and Telephony/IVR systems to bring seamless CX/UX experiences.
• Monitoring, Contact Center Automation and Contact Center Intelligence
• In depth Technical knowledge of contact center environments, ideally hosted or cloud-based contact center solutions, CCaaS and conversational AI working with Vendors such as Cisco, Avaya, Mitel, Genesys, Unify, NICE, Five9, Twilio and other edge-latest contact center solutions.
• Articulate business outcome’s and be able to create a technical roadmap to achieve it
• Experience working in some of the following areas, Contact Centre Solutions ,VOIP, Instant Messaging & Presence Platforms, Collaboration (e.g., Voice, Video and Digital Collaboration, Web, etc)
• Understanding of the contact center and telephony technologies especially in Voice technologies SIP, SBCs, WebRTC and Codecs.

We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.
• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. 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. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

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