CCaaS Architect Lead -Americas

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Job Description

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.

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.

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.

Compensation Range

$146,000 - $195,000 - $244,000

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, skills to 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.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection.  The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.