CCaaS Architect Lead -Americas

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. 

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.

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. 

JOB REQ COMPENSATION RANGE

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, and skills of our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role. 

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