About the role
Role Overview
Nextlink is seeking for an experienced Sprinklr Solution Lead /
CCaaS Solution Architect to drive the design, architecture and implementation
of an enterprise-scale omnichannel Customer Experience (CX) platform.
The role will be responsible for defining end-to-end
solution architecture across voice, digital and social channels, ensuring
seamless customer engagement, integration with enterprise applications, and
enablement of AI-driven customer experience capabilities.
Requirements
Key Responsibilities
1. Solution Architecture & Design
- Define and drive
end-to-end solution architecture for omnichannel Contact Centre platforms.
- Design solutions
covering voice, chat, email, social media and digital engagement channels.
- Architect Customer 360
capabilities and unified agent desktop experiences.
- Define high-level and
low-level solution designs aligned with enterprise architecture standards.
2. Contact Centre & Voice Architecture
- Design and oversee
CTI/Voice architecture, including SIP, SBC, IVR, ACD and call routing.
- Drive omnichannel
interaction orchestration with seamless context preservation across
customer touchpoints.
- Ensure integration
between voice infrastructure and CCaaS platforms.
3. Enterprise Integration
- Define API-led
integration architecture with enterprise applications such as CRM,
billing, order management and customer databases.
- Drive secure and
scalable integrations using REST APIs, API Gateways and microservices.
- Ensure interoperability
across enterprise systems and third-party platforms.
4. AI & Digital Transformation
- Enable AI-driven
customer experience capabilities, including chatbots, voice bots and agent
assistance.
- Support integration of
Generative AI and LLM-based capabilities into customer service workflows.
- Identify opportunities
for automation, improved customer experience and operational efficiency.
5. Customer 360 & Omnichannel Experience
- Design unified customer
profiles and interaction history across multiple channels.
- Enable contextual
customer servicing and intelligent interaction routing.
- Drive customer
experience improvements through intent-based and priority-based routing.
6. Platform Governance & Technical Leadership
- Ensure platform
scalability, high availability, security and performance.
- Define architecture
standards for monitoring, observability, compliance and auditability.
- Provide technical
leadership across design, development, testing, UAT, deployment and
production support.
- Collaborate with
business stakeholders, architects, delivery teams and technology partners.
Mandatory Skills & Experience
- 10–15 years of
experience in Contact Centre, Customer Experience or related technology
domains.
- Strong experience with
CCaaS platforms such as Sprinklr, Genesys, NICE, Avaya or similar.
- Experience in Contact
Centre solution design and omnichannel architecture.
- Good understanding of
CTI/Voice technologies, including SIP, SBC, IVR and call routing.
- Experience in API-based
integrations, REST APIs and microservices architecture.
- Knowledge of CRM
integration, Customer 360 and agent desktop solutions.
- Experience in solution
architecture, technical design and large-scale implementation programs.
- Strong stakeholder
management and technical leadership skills.
Good to Have
- Hands-on experience with
Sprinklr Service / Sprinklr CCaaS.
- Telecom domain
experience.
- Sprinklr or Genesys
certifications.
- Exposure to CPaaS and
Voice API platforms.
- Experience with Apigee
or other API Gateway platforms.
- Exposure to AI, GenAI,
LLM and intelligent automation.
- Experience in
multi-tenant or multi-BPO Contact Centre environments.
- Knowledge of reporting
and analytics platforms such as BigQuery, MicroStrategy and Looker.
Preferred Candidate Profile
- Strong solution design
and problem-solving capabilities.
- Experience in
enterprise-scale Contact Centre transformation programs.
- Ability to work with
cross-functional business and technology teams.
- Excellent communication
and stakeholder management skills.
- Ability to drive
technical decisions and provide architectural guidance.