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.
Job DescriptionThe Business Analyst will play a pivotal role in supporting the implementation of the CCaaS (Contact Center as a Service) platform. This position is responsible for gathering and analyzing requirements, bridging the gap between business needs and technical solutions, and ensuring the CCaaS solution meets organizational objectives. The ideal candidate will have a strong background in contact center processes, process optimization, and technical communication.
Core Responsibilities
Collaborate with customer business & internal stakeholders (customer team, Sales, Pre-sales, Platform architects, Engagement managers, etc.) to gather and document detailed business requirements for Sprinklr solutions.
Conduct comprehensive analysis to translate business needs into clear and actionable use cases & technical specifications.
Collaborate with the design team (PA & SC) to Map and analyze existing contact center workflows, including inbound/outbound calls, chat, email, and other communication channels.
Identify opportunities for automation, self-service enhancements, and workflow streamlining within the CCaaS platform.
Work closely with internal and customer stakeholders, ensuring seamless communication and mutual understanding of goals.
Assist in creating the UAT test cases aligning to business requirements, and deployment activities to ensure successful project outcomes.
Participate in workshops, meetings, and discussions to drive consensus on requirements and priorities.
Engage with stakeholders across various levels to ensure alignment and buy-in for proposed solutions.
Stay updated on CCaaS trends and technologies to provide innovative recommendations.
Advocate for the adoption of best practices to improve contact center efficiency and customer satisfaction.
Work closely with the design team (Platform Architects & solution consultants) to translate business requirements into actionable use cases and technical specifications.
Collaborate on designing scalable solutions that align with organizational objectives and industry best practices.
Certifications: Business Analysis certifications (e.g., CBAP, CCBA) are a plus.
Familiarity with customer journey mapping and experience design principles.
Understand the Agile methodologies
What Makes You Qualified?
Bilingual in Korean and English
Strong analytical and problem-solving skills.
Excellent communication skills, both written and verbal.
Ability to break down complex systems and processes into actionable insights.
Passion for improving customer experience and driving operational excellence.
Self-motivated, organized, and capable of managing multiple priorities.
A team player with the ability to thrive in a collaborative and fast-paced environment.
Professional fluency in Korean and English is mandatory.
Experience working across time zones and supporting global teams.
Key Attributes:
Highly detail-oriented with a commitment to delivering exceptional quality in outputs.
Flexible and capable of managing multiple priorities effectively in a fast-paced and evolving environment.
A collaborative team player with excellent problem-solving skills and a proactive mindset.
Self-motivated and capable of excelling in an individual contributor role while maintaining accountability and initiative.
Technical Skills
Candidates should have experience in at least one of the following areas:
Familiarity with CCaaS platforms & industry-wide trends & best practices
Proficiency in tools like Visio, Lucidchart, or similar for process
Familiarity with voice and non-voice contact center applications.
Proficiency in Voice-over-IP (VoIP) protocols such as TCP/IP, SIP, RTP, and WebRTC.
Knowledge of CTI (Computer Telephony Integration) or voice recording products.
Understanding of CPaaS platforms, cloud technologies, and contact center integrations, including tools like MS Teams or Wireshark.
Experience with Salesforce Service Cloud or similar CRM platforms for case management and process improvement.
Exposure to telecommunications concepts, including SBCs, DID, ACD, and IVR workflows.
Experience with tools for process modelling and business process reengineering.
You Know You’re Successful When:
Business stakeholders recognize the improved efficiency and quality of the implemented solution.
You effectively bridge the gap between business and technical teams, ensuring seamless communication and collaboration.
You identify and implement optimizations that deliver measurable improvements in contact center operations.
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.
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 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.
External Field
Top Skills
What We Do
Sprinklr is a provider of enterprise software for customer experience management. We help brands turn public conversations on modern channels into valuable insights to improve marketing, advertising, customer service, product development and more.
Sprinklr has five products on one platform: Modern Marketing, Modern Advertising, Modern Research, Modern Care and Modern Engagement. Sprinklr’s unified platform allows siloed teams to collaborate and deliver memorable customer experiences — at scale.
Founded in September 2009, Sprinklr is headquartered in NYC with 1,900 employees in 16 countries and 25 offices.
