Senior ML Services Analyst

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.\n\n## Job Responsibilities\n\n* Collaborate with Product, Services, Engineering and Data Science teams to build and deliver AI products.\n* Connect with internal and external stakeholders to understand use cases and advise on solutions.\n* Translate complex technical concepts to non-technical stakeholders.\n* Perform and manage tasks daily including but not limited to data annotation, AI quality monitoring, and KPIs monitoring.\n* Assist in training the team on AI-specific configuration, AI model development, delivery processes, and data analysis.\n* Knowledge of office tools like Lucid Charts, Confluence, JIRA, MS Office suite to build organized professional-level documentation.\n* Understand responsibilities and priorities, sense possible pitfalls, and timely discuss them with the team.\n* Assist or co-own escalations, work on high priority incidents, collaborate and delegate tasks within the team to meet resolutions, and establish effective synergy among stakeholders.\n* Develop systems and procedures to ensure quality of delivery.\n* Understand the scope of deliveries and create collaborative delivery plans.\n* Be accountable for service delivery performance, meeting customer expectations, and aiding in driving future demand.\n* Assist in people management, including staff recruitment, performance assessment and training.\n\n## Preferred Qualification\n\n* Full-time bachelor's or master's degree in either of the following specializations: Management/Engineering/Communication.\n* Overall, 3-5 years of experience in ML project management, AI quality monitoring or similar role.\n* Understanding and knowledge of Agile and Scrum processes, terminologies, and artifacts.\n* Prior experience and background in service delivery, AI quality monitoring, data annotation, KPI monitoring, data management, team management, client communication, vendor management, and documentation.\n* Awareness of ML lifecycle and workflows, from initial client consultation to final deployment.\n* Good written and verbal communication skills - Ability to create training documentation, review project documents for peers, and create custom documentation when required for a client.\n* Organizational and interpersonal skills to keep project goals clear, have timely connects with internal team/clients, and ensure deliveries are checked and tested in prior.\n* Ability to collaborate - working with the Manager on setting team goals, planning, and achieving them. Also, present/share newer solutions or ideas for growth and improvements in the team.\n* Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.\n* Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.\n* Developing a deep understanding of the projects to gain insights into the scope of service delivery.\n* Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.\n* Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.\n\n## We focus on our mission\n\nSprinklr 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:\n\n* Lead a new category of enterprise software that we call Unified-CXM.\n* Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.\n* Create a culture of customer obsession, with trust, teamwork and accountability.\n\n## We believe in our product\n\nCustomers 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.\n\n## We invest in our people\n\nWe 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.\n\nTo learn more about employee benefits by region, click here.\n\nTo learn more about all-things-Sprinklr, visit our candidate resource hub here.\n\n## Why You'll Love Sprinklr:\n\nWe're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.\n\nFor more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.\n\n## We focus on our mission:\n\nWe founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.\n\n## We believe in our product:\n\nSprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.\n\n## We invest in our people:\n\nAt Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.\n\n## EEO - Our philosophy:\n\nOur 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.\n\nSprinklr 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.\n\nReasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.\n\n## Warning about Recruiting Scams:\n\nPlease 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.\n\nIf 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.