Sr Technical Consultant - Voice & Telephony

Job Description

As the Technical Consultant, you will be responsible for the delivery of enterprise voice solutions across our CCaaS and CPaaS platforms in a hyper growth environment. You will own the execution, and continuous improvement of all customer voice implementations, from onboarding through go-live, ensuring technical excellence, operational efficiency, and an outstanding customer experience. You will act as the Sprinklr Voice SME across deployments, while building scalable processes to support growth and drive customer value.

Key Responsibilities:

Leadership & Strategy

• Lead the voice implementation and solution delivery strategy across enterprise CCaaS and CPaaS customers.
• Collaborate with Product, Sales, Engineering, and Customer Success to ensure seamless execution from pre-sales to post-implementation.

Solution Design & Technical Oversight

• Oversee the design and delivery of complex voice solutions, including SIP Trunking, PSTN connectivity, call routing architecture, and global number management.
• Serve as a Sprinklr Voice SME, guiding teams on best practices in telephony, IVR, QoS, failover, and multi-region deployments.

Customer Delivery Excellence

• Drive consistent, scalable, and repeatable implementation methodologies to ensure on-time, on-budget delivery.
• Partner with key enterprise customers to define success criteria, manage executive expectations, and resolve escalations.
• Champion a customer-first culture throughout the implementation lifecycle, ensuring high NPS and long-term retention.

Process Optimization & Tooling

• Standardize documentation, project plans, QA checklists, and go-live processes across the implementation team.
• Own operational metrics (e.g., time-to-implement, voice quality incidents, go-live success rate) and help drive continuous improvements.

Qualifications:

Required:

• Fluent German and English language skills (C1/C2 level) mandatory
• 5+ years of experience in telecommunications, cloud communications, or contact center technology.
• Proven experience delivering enterprise-grade CCaaS/CPaaS or voice infrastructure solutions globally.
• Deep understanding of and hands-on experience troubleshooting SIP, RTP, WebRTC, Session Border Controllers (SBCs).
• Hands-on experience with Network Topologies, Networking fundamentals (UDP/TCP/IP, DNS, MPLS), QoS (latency, jitter, packet loss mitigation), VPNs, IPSec, Firewalls, and NAT traversal for VoIP.
• Strong background in leading customer-facing technical teams (product, implementations, professional services, or technical consulting).
• Strong communication skills with ability to engage directly with senior-level stakeholders and enterprise clients.
• Travel to customer sites may be required occasionally.

Strongly Preferred:

• Experience with major CCaaS and CPaaS platforms (e.g., Sprinklr, Twilio, Five9, Genesys, NICE CXone, Talkdesk, or similar).
• Familiarity with programmable voice APIs, call analytics, and cloud-native infrastructure (AWS, Azure, GCP).
• Relevant certifications (SIP School, AWS, PMP, CCNA/ Collaboration, etc.).

Why You'll Love Sprinklr:

We'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.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We 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.

We believe in our product: Sprinklr 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.

We invest in our people: At 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.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.