Sprinklr Voice & Conversational AI Specialist

Position Purpose :

iSON Xperiences is looking for a Sprinklr Voice & Conversational AI Specialist with strong hands-on experience in Sprinklr Voice and Conversational AI. The role will be responsible for designing, implementing, optimizing, and supporting voice and conversational experiences that enhance customer engagement and operational efficiency.

Key Responsibilities :

- Design and configure Sprinklr Voice, IVR, and Conversational AI journeys based on business and customer requirements.

- Develop and optimize conversational flows, including intents, entities, context, fallback and escalation mechanisms.

- Work closely with Product, Technology, Business and Operations teams to translate requirements into scalable CX solutions.

- Integrate Sprinklr with enterprise applications using REST APIs, JSON, webhooks and third-party integrations.

- Monitor solution performance, troubleshoot production issues and drive RCA and continuous improvement.

- Support UAT, deployment and post-production stabilization of conversational and voice solutions.

- Identify opportunities to improve automation, customer experience and operational efficiency.

- Maintain technical documentation and support solution reviews and stakeholder discussions.

Required Experience & Skills :

- 45 years of relevant experience in Conversational AI, Voice Technology, Contact Centre Technology or CX Technology.

- Strong hands-on experience with Sprinklr Voice and Conversational AI.

- Good understanding of IVR, conversational design, NLP, intents, entities and dialogue management.

- Experience with APIs, integrations and production troubleshooting.

- Strong analytical, problem-solving and stakeholder management skills.

- Ability to work independently and collaboratively in a fast-paced technology environment.

Good to Have :

- Experience with Generative AI / LLMs.

- Exposure to OpenAI, Dialogflow, Amazon Lex, or similar platforms.

- Sprinklr certification.

- Experience in large-scale CX / Digital Transformation projects.

Education : Bachelor's degree in Computer Science, IT, Engineering or a related discipline preferred.