About the RoleSolutions ATI Consulting is at the forefront of digital transformation, helping clients deliver exceptional customer experiences through next-gen technologies. We’re expanding our team with a Solution Engineer focused on Contact Center as a Service (CCaaS), which will work closely with the Sprinklr Professional Services team. This hands-on role will collaborate with cross-functional teams to configure, deploy, and optimize Sprinklr’s Contact Center suite.The CCaaS Solution Engineer ensures that customers receive the best experience and value by effectively deploying Sprinklr software based on customer use-cases, industry, and best practices. They also act as the day-to-day internal escalation point and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.You will work closely with Sprinklr Implementation Consultants, Project Managers, and client stakeholders to ensure seamless integration of CCaaS features, including voice, digital engagement, agent workflows, automation, and reporting.Key ResponsibilitiesAct as a technical expert in the implementation of Sprinklr’s CCaaS platform, including configuration of call flows, IVRs, routing logic, integrations, and user roles.Partner with Sprinklr consultants to understand client use cases and translate business requirements into scalable technical solutions.Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that preempt issues and maximize client ROI.Configure and deploy Sprinklr modules including Voice AI, Automation Workflows, Quality Management, and Reporting Dashboards.Assist in the integration of third-party systems (CRMs, ticketing platforms, analytics tools) with Sprinklr CCaaS.Provide troubleshooting, support, and optimization throughout implementation phases.Document solution designs, configuration guides, and hand-off materials for client teams.Participate in client-facing meetings and workshops, acting as a technical expert on Sprinklr CCaaS capabilities.Collaborate with internal QA and DevOps teams to ensure solution integrity, scalability, and alignment with client goals.Required Experience:3-5+ years of experience in CCaaS implementation, with recent hands-on experience with Sprinklr's CCaaS suite required.Strong understanding of omnichannel contact center operations, call routing, agent workflows, and digital engagement.Deep understanding of voice technologies, protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), and contact center infrastructure (ACD, IVR, CTI, Dialer, SBC).Proficiency in platform configuration, system architecture, API integrations, and VoIP troubleshooting tools (e.g., Wireshark).Experience integrating with CRMs like Salesforce Service Cloud and other customer engagement platforms.Experience scripting in Groovy or JavaScript for workflow automation, API integrations, and/or platform customizations.Ability to manage multiple complex projects in a fast-paced, dynamic environment.Excellent communication skills with a client-centric and collaborative approach.Sprinklr certification for the Service module and/or Sprinklr CCaaS certification is required.Preferred Experience:Prior work with the Sprinklr Professional Services Team is a strong plus.Bachelor's degree in computer science, mathematics, or engineering; Master's degree preferred.BenefitsHealth InsuranceTechnology StipendHome Office ReimbursementEducational ResourcesFitness BenefitsChild CareGiving Programs
Job Title
Solution Engineer - Sprinklr