Principal Program Manager - CCaaS

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 Description

Role Summary

Lead strategic managed services engagements for enterprise and high-impact Sprinklr CCaaS customers, driving architecture, transformation, and long-term value realization. Act as a trusted advisor to senior stakeholders and shape scalable, future-ready customer service solutions across digital and voice ecosystems.

What You’ll Do

• Define and lead best-practice solution architecture and blueprinting for complex Sprinklr CCaaS environments.
• Govern and evolve core configuration architecture, ensuring alignment to enterprise design standards, supportability, and long-term scalability.
• Architect enterprise-grade solutions across omnichannel engagement, voice/contact center workflows, automation, AI, routing, IVR, and case orchestration.
• Design and optimize advanced routing strategies including multi-skill routing, real-time prioritization, queue balancing, and cross-channel work orchestration.
• Establish scalable bot, automation, and AI strategies, including conversational design, NLP optimization, deflection programs, and bot-to-agent transitions.
• Drive platform adoption and value realization strategies across business units, ensuring consistent and effective platform usage at scale.
• Define and influence customer contact center operational metrics such as SLA performance, containment, cost-to-serve, CSAT, productivity, and customer experience outcomes.
• Identify and lead transformation opportunities using AI, automation, workflow redesign, and service optimization to improve ROI and operational maturity.
• Architect and oversee complex API, CRM, telephony, and enterprise system integrations to support end-to-end service ecosystems.
• Partner with Sales, Customer Success, and leadership teams to drive strategic growth, new business opportunities, expansion, and platform value discussions.
• Lead training, onboarding, and enablement strategies for large agent populations, admin teams, and operational stakeholders to ensure adoption of best practices and standardized operating models.
• Act as a trusted advisor to executive stakeholders, shaping platform strategy, CX transformation, and future-state operating models.
• Mentor Lead and Senior consultants, establish delivery standards, and drive reusable best practices across managed services engagements.
• Collaborate with Product and Engineering to influence platform enhancements, innovation priorities, and solution evolution.

What Makes You Qualified?

Must Have Qualifications

• 10+ years of experience in managed services, CCaaS, solution consulting, or customer service technology transformation.
• Deep expertise in Sprinklr CCaaS, including digital, voice, omnichannel, automation, and AI capabilities.
• Strong experience with contact center architecture, IVR, routing strategies, automation frameworks, case orchestration, and service governance.
• Strong understanding of telephony and cloud contact center technologies, including VoIP, SIP, CTI, and ACD.
• Experience leading API, CRM, telephony, and enterprise workflow integrations.
• Proven ability to translate business challenges into scalable technical solutions and transformation roadmaps.
• Strong executive communication, consulting, and stakeholder management capabilities.

Good to Have Skills

• Experience leading enterprise transformation programs across customer experience and contact center environments.
• Advanced exposure to AI-led service transformation, automation strategy, and digital deflection models.
• Experience with social and digital engagement ecosystems is a plus.
• CCaaS certifications such as Genesys, Cisco, or Avaya preferred.

Who You Are

• Strategic, consultative, and technically deep.
• A trusted advisor who can influence senior stakeholders and customer strategy.
• Strong at connecting platform capabilities to business outcomes and transformation goals.
• A mentor and thought leader who raises delivery standards across teams.

What Success Looks Like

• Strong growth in platform adoption, retention, and expansion across strategic accounts.
• Successful delivery of scalable, transformation-led solutions with measurable business value.
• Recognition as a strategic advisor internally and externally.
• Meaningful contribution to best practices, organizational maturity, and customer advocacy.

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. 

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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.