Configure and maintain queues, workflows, routing logic, and macros to enable efficient and standardized ticket handling
Perform day-to-day platform health checks, monitor system performance, and proactively resolve configuration or workflow issues
Support supervisors and operations teams with dashboards and reporting capabilities, ensuring accurate and consistent data availability
Coordinate configuration changes, ensure proper documentation, and partner with engineering or vendors for enhancements or escalations
Manage API integrations, webhooks, and certificates while monitoring integration health and troubleshooting connectivity issues
Maintenance of our existing automation and alerting systems
Identify opportunities to improve workflows, reduce manual effort, and enhance platform efficiency through configuration
Leverage AI and automation capabilities (e.g., workflow automation, AI-driven routing, virtual agents, Copilot integrations) to improve support efficiency and reduce manual effort
Identify repetitive support tasks and enable automation through workflows, APIs, or AI-driven solutions in collaboration with engineering
Monitor adoption and effectiveness of AI and automation features, continuously refining configurations to improve accuracy and outcomes
Investigate and resolve automation-related issues promptly to minimize downtime and ensure uninterrupted support services.
Work closely with cross-functional teams including Support, Development, and Operations to identify automation opportunities, streamline workflows, and improve system performance.
Qualifications
Bachelor's degree in information technology, Computer Science, Business, or a related field
6-8 years of experience with ITSM or support platforms (e.g., ServiceNow, Zendesk, Sprinklr)
Strong understanding of: Workflow configuration and routing logic, Role-based access control (RBAC) and permissions, Automation, Reporting and dashboard enablement
Experience supporting enterprise-scale support or service operations
Familiarity with APIs, integrations, and SaaS platforms
Familiarity with database management systems including MongoDB and SQL Server.
Strong problem-solving skills and attention to detail
Excellent communication and stakeholder management skills
Ability to manage multiple priorities in a fast-paced environment
Ability to stay updated with emerging technology trends and their applicability to productivity and collaboration.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
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.
Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.
If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.
