Job Title

We are seeking an experiencedTelephony & IVR Specialistto design, configure, and optimize end‑to‑end telephony and IVR capabilities withinSprinklr CCaaS . The role focuses on call routing, SIP connectivity, conversational IVR, and high‑availability telephony aligned withenterprise architecture and government service standards . Key Responsibilities ✅ Configure and managetelephony serviceswithin Sprinklr CCaaS ✅ Design and implement: Inbound & outbound call routing logic Skill‑based routing models Queue strategies, prioritization, and overflow handling Failover and Disaster Recovery (DR) routing ✅ Develop, enhance, and maintainConversational IVR flows ✅ Configure and manageSIP trunksand telephony providers ✅ Managecall recording , retention, and compliance policies ✅ Monitor and optimize telephony KPIs: Average Handle Time (AHT) Service Level Abandonment Rate Containment Rate ✅ SupportUAT and go‑liveactivities ✅ PerformRoot Cause Analysis (RCA)for telephony incidents ✅ Collaborate with network teams on: Latency and QoS Firewall rules SIP tunnels and connectivity ✅ Maintain detailed documentation: Call flow diagrams SIP architecture diagrams Routing matrices Required Skills & Experience 3+ years of experience inContact Center Telephony Strong hands‑on knowledge of: SIP, RTP, VoIP protocols IVR logic and call routing strategies Queue prioritization and overflow models Call recording and compliance systems Experience withSprinklr CCaaS(strongly preferred) Solid understanding ofhigh‑availability and DR telephony design