Job Title

SPRINKLR SUMMARY 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.What Does Success Look Like?Sprinklr is looking for a Platinum Support Account Manager I (PSAM-I) to join our growing Platinum Support team. You will be the primary technical support point of contact for Sprinklr’s largest and most complex customers, managing high-impact interactions and collaborating with cross-functional teams to ensure timely and exceptional service delivery.This role requires strong expertise in Contact Center platforms, deep technical knowledge across voice protocols, and a customer-first mindset. As a trusted advisor, you will advocate for your clients, drive operational excellence, and play a pivotal role in ensuring long-term customer satisfaction and platform adoption.What You’ll DoCustomer Relationship & Technical Support ManagementServe as the technical voice of the customer and advocate internally for client needs.Lead case reviews and regular account check-ins to discuss ticket trends, release readiness, and ongoing product improvements.Closely track and manage customer cases, ensuring adherence to SLAs and quick resolution of issues.Own and resolve client-specific platform issues without engineering intervention whenever possible.Provide proactive communication on product updates, best practices, and feature releases.Partner with Customer Success, Sales, and Services teams to align on strategy and deliver seamless support.Act as the primary escalation point and participate in critical bridge calls and incident response.Contact Center ExpertiseSupport Voice and Non-Voice Contact Center solutions such as Genesys Engage, Amazon Connect, Cisco Webex CC, RingCentral, Nice CXone, Talkdesk, Vonage, and Avaya.Demonstrate hands-on knowledge of voice protocols (TCP/IP, SIP, RTP, SRTP, WebRTC), CTI, IVR, SBC, dialers, VOIP, DID, and carrier integrations.Utilize tools like Wireshark for traffic analysis and troubleshooting of SIP/VoIP-related issues.Support integrations with UCaaS, CPaaS platforms, and tools like MS Teams.Operational ExcellencePrepare and present internal reports highlighting customer health scores, account risks, and mitigation strategies.Collaborate with Product and Engineering teams to debug and resolve complex issues, ensuring a high standard of service delivery.Plan and support high-impact customer events, implementations, and release go-lives.Product Adoption & AdvisoryDesign and configure Sprinklr platform solutions based on best practices tailored to client-specific needs.Provide strategic consulting during all phases of project implementation and long-term platform adoption.Educate clients on maximizing platform value through regular insights, knowledge sharing, and optimization suggestions.What Makes You QualifiedFluency in English is mandatory.2+ years of experience in telecom, call center integration, or VoIP with direct hands-on exposure to SIP protocol and RTP packet management.3+ years in enterprise customer support, technical account management, or SaaS account management, preferably in a B2B environment.Experience supporting or deploying Contact Center and UCaaS/CPaaS applications across global clients.Hands-on knowledge of Salesforce Service Cloud, customer portals, and CRM systems.Strong understanding of Voice/Video protocols and networking tools like Wireshark.Exceptional communication, analytical, and problem-solving skills.Demonstrated ability to build trusted relationships with executive-level stakeholders and cross-functional teams.Comfortable working across U.S. and LATAM time zones, with occasional weekend support as required.Bachelor’s degree in Engineering, Computer Science, or equivalent practical experience.Why You’ll Love Working HereWe Focus on Our Mission We are committed to enabling enterprises to deliver exceptional customer experiences at scale. Our unified approach brings together data, insights, and action.We Believe in Our Product Sprinklr’s platform is built to be secure, scalable, and reliable—offering enterprise-grade capabilities across every modern customer channel.We Invest in Our People You’ll work with talented peers in a collaborative environment, with access to mentorship, learning resources, and career growth opportunities.We Celebrate Diversity We believe diverse teams build better products and stronger cultures. Sprinklr is proud to be an equal opportunity employer.EEO – Our Commitment Sprinklr is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, nationality, disability, or veteran status.