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.

The ideal candidate should have robust expertise in Contact Centre technologies, CCaaS platforms, omnichannel architecture, CTI/Voice solutions and enterprise integrations. Experience with Sprinklr Service is highly preferred, while candidates with relevant experience in Genesys, NICE, Avaya or similar platforms may also be considered

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 Big Query, Micro Strategy 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.

📌 Sprinklr Solution Lead / CCaaS Solution Architect (India)
🏢 Next-Link
📍 India