Support Specialist - Sprinklr

Responsibilities:

• Independently implement and manage Sprinklr Service as our primary customer support platform.
• Configure end-to-end omnichannel customer journeys, ensuring a seamless experience across channels.
• Build and optimize Conversational AI, bots, and self-service workflows to improve efficiency and reduce support volume.
• Gather business requirements and translate them into effective Sprinklr configurations.
• Maintain and enhance workflows, reporting, routing, and automation within the platform.
• Design integration solutions, e. g., define API contracts and data flows to and from Sprinklr, write solution specs.
• Identify opportunities to improve processes and adopt new Sprinklr capabilities.
• Build dashboards and reports for operational and leadership visibility.

Requirements:

• 2-5 years of hands-on experience implementing or administering Sprinklr; implementation partner background strongly preferred.
• Strong ability to own execution independently from problem statement to live solution without hand-holding.
• Practical experience configuring workflows, automation, and conversational AI within Sprinklr.
• Solutioning mindset, i. e., can design integration architectures involving Sprinklr and external systems, write solution design documents, and communicate clearly with engineering teams.
• Comfortable with APIs, webhooks, and JSON-level configuration.
• Comfortable working in a fast-paced fintech environment with evolving priorities.
• Familiarity with CRM integrations such as Salesforce, Zendesk, or similar tools.

Certifications:

• Sprinklr Advanced Admin Certification.
• Sprinklr System Admin Pro (Team Management + Workflow Setup).
• Sprinklr Service Supervisor Pro.
• Sprinklr Conversational AI Pro.