CCaaS Architect Lead -Americas

The Americas CCaaS Architect Leader will lead Sprinklr’s Contact Center as a Service (CCaaS) pre-sales architecture strategy across the AMER region. This role is responsible for shaping customer strategy during the sales cycle, engaging senior executives, and guiding the regional Solution Architect (CX Architect) team to win transformational CCaaS opportunities.

As both a domain expert and a people leader, you will mentor a high-performing pre-sales architect team, partner closely with Sales and Product, and ensure Sprinklr is positioned as the platform of choice for modern, AI-driven contact center transformation.

Key Responsibilities

Strategic Customer Engagement

• Lead pre-sales discovery and advisory workshops with enterprise prospects.
• Design future-state CCaaS architectures that address customer pain points and deliver measurable business outcomes.
• Act as a trusted advisor to CIOs, CTOs, COOs, and Heads of Customer Service during the sales cycle.
• Present business cases, ROI models, and platform differentiation in executive briefings.

Sales & GTM Alignment

• Partner with AMER Sales Leaders and Sales PODs to drive CCaaS pipeline growth and account coverage.
• Contribute to regional go-to-market plays, messaging, and CCaaS strategy in collaboration with Product Marketing.
• Provide structured feedback to Product Management and Engineering based on customer requirements and field insights.
• Support strategic RFPs, competitive positioning, and solution governance for enterprise deals.

Team Leadership & Enablement

• Manage, coach, and develop a team of CX Architects specializing in CCaaS.
• Foster a culture of excellence, collaboration, and innovation within the regional pre-sales organization.
• Build and maintain reusable assets such as solution kits, demo flows, and reference architectures to accelerate sales cycles.
• Act as the regional escalation point for CCaaS solution design.

Thought Leadership & Evangelism

• Represent Sprinklr CCaaS at regional industry events, customer advisory boards, and analyst briefings.
• Publish thought leadership content to showcase Sprinklr’s vision for modern contact centers.
• Highlight customer success stories to strengthen Sprinklr’s market positioning.

Qualifications

• 10+ years of pre-sales solution architect experience in contact center or CCaaS domains.
• Proven success in leading and developing regional pre-sales/architect teams.
• Deep knowledge of omnichannel engagement, AI-driven service, workforce engagement, and cloud contact center transformation.
• Strong executive presence with ability to lead C-suite conversations.
• Excellent collaboration skills, with experience working across Sales, Product, and Marketing.

Performance Metrics

• CCaaS pipeline growth and revenue influence in the Americas.
• Win-rate improvement on strategic opportunities.
• Regional SC/Architect enablement and readiness.
• Executive engagement coverage across priority AMER accounts.