Lead Solutions Architect

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

Lead Solutions Architect – Platform, Data & AI

Sprinklr seeks a Lead Solutions Architect – Platform, Data, AI & Integrations to partner with sales, product, and customer success to drive revenue by architecting, demonstrating, and operationalizing Sprinklr’s Unified-CXM platform across enterprise technology, customer data, knowledge, and AI ecosystems.

Solution Architects at Sprinklr combine deep technical expertise with strategic business consulting to uncover customer needs and position Sprinklr’s platform, integration, customer data, knowledge, and AI capabilities. They provide trusted advisory guidance and rapidly map customer architectures across enterprise systems, customer data layers, knowledge frameworks, governance models, and emerging agentic AI ecosystems.

This role focuses on Sprinklr’s platform integration layer, customer data architecture, knowledge and experience design, enterprise AI/ML alignment, and agentic orchestration capabilities — including connector ecosystems, native import/export workflows, open APIs, unified customer intelligence, knowledge activation, automation, and intelligent autonomous workflows.

What You'll Do

Platform, Integration & Customer Data Architecture

• Architect end-to-end platform, customer data, knowledge, and integration solutions leveraging Sprinklr’s connector ecosystem, unified customer intelligence frameworks, native import/export capabilities, knowledge systems, and REST API ecosystem.

• Design enterprise customer data architectures including customer identity resolution, profile unification, source-agnostic ingestion, structured/unstructured data harmonization, segmentation frameworks, consent and governance layers, customer memory, and omnichannel data continuity.

• Develop customer knowledge and experience architectures that activate operational, behavioral, conversational, and contextual customer intelligence across AI, service, marketing, and customer engagement workflows.

• Present enterprise architecture blueprints for common patterns — including CRM lifecycle integration, CDP synchronization, DAM connectivity, customer knowledge activation, omnichannel handover, case and interaction history continuity, reporting/analytics extraction, and platform extensibility.

AI, Agentic & Knowledge Leadership

• Lead AI, knowledge, and agentic solution design by mapping customer ecosystems to Sprinklr AI+, conversational AI, LLM ecosystems, enterprise search, RAG frameworks, NLP engines, memory architectures, and autonomous workflow orchestration.

• Define architectures for agentic enterprise use cases such as AI copilots, autonomous customer service agents, knowledge assistants, intelligent routing, AI-driven workflow execution, retrieval-augmented generation (RAG), customer memory systems, and real-time decision intelligence.

• Design knowledge governance frameworks including content ingestion, semantic search, taxonomy design, vectorization strategies, metadata structures, knowledge lifecycle management, and enterprise-safe AI deployment.

• Advise on AI + customer data governance including guardrails, hallucination mitigation, memory controls, observability, consent frameworks, model governance, and human-in-the-loop safety.

Presales Discovery, Consulting & Transformation

• Lead strategic discovery workshops to assess customer technology stacks, customer data maturity, AI readiness, and enterprise transformation opportunities across CRM, CDP, ERP, martech, DAM, analytics, cloud, compliance, and AI ecosystems.

• Map customer current-state ecosystems into Sprinklr’s unified platform, customer data, knowledge, and AI architecture while producing fit-gap analyses, phased transformation strategies, and extensibility roadmaps.

• Develop and deliver compelling technical demonstrations, AI showcases, and Proofs of Concept (POCs)highlighting customer data activation, bi-directional integration, knowledge orchestration, API-led extensibility, agentic AI, and unified customer experiences.

• Translate fragmented architectures into strategic business outcomes by identifying operational inefficiencies, customer experience gaps, AI opportunities, and transformation priorities.

Strategic Advisory & Thought Leadership

• Provide strategic guidance on enterprise architecture spanning authentication, customer identity, data governance, transformation pipelines, compliance, observability, rate management, knowledge governance, and AI safety.

• Collaborate across Sprinklr’s product, platform, AI, architecture, and sales ecosystem to validate designs against current capabilities and future roadmap priorities.

• Support RFPs, executive presentations, and technical strategy related to platform design, customer data architecture, AI transformation, knowledge governance, security, and compliance.

• Serve as a subject matter expert on Sprinklr’s platform + customer data + knowledge + AI + integration taxonomy, clearly articulating the value of unified architectures over fragmented ecosystems.

• Act as a trusted technical advisor to CIOs, Chief Digital Officers, Chief Data Officers, enterprise architects, AI leaders, and transformation teams by translating complex technical ecosystems into measurable business value.

Travel

• Travel up to 40% for customer engagements, strategic workshops, partner enablement, executive advisory sessions, and industry events.

Who You Are & What Makes You Qualified

Education & Experience

• Bachelor’s degree in Computer Science, Data Science, Information Systems, Engineering, or related field; Master’s degree preferred.

• 7+ years of experience in enterprise platform architecture spanning integrations, customer data, AI, knowledge systems, or cloud ecosystems.

• 5+ years of experience architecting and demonstrating enterprise solutions in presales, solutions engineering, technical consulting, or transformation leadership roles with measurable revenue impact

Platform, Integration & Technical Depth

• Deep expertise in enterprise integration patterns including REST/GraphQL APIs, webhook orchestration, event-driven architecture, ETL/ELT pipelines, source-agnostic ingestion, identity systems, API gateways, and bi-directional SaaS connectivity.

• Hands-on experience with enterprise SaaS ecosystems including CRM, CDP, DAM, workforce management, analytics, martech, customer feedback, and operational systems.

• Strong proficiency with integration tooling and standards including OAuth 2.0, SAML/SSO, JSON/XML, iPaaS platforms, middleware, cloud integration ecosystems, and governance frameworks.

• Customer Data Architecture & Knowledge Systems

• Deep expertise in customer data architecture and enterprise knowledge design, including customer identity resolution, profile unification, master data alignment, metadata strategy, taxonomy design, knowledge graphs, and structured/unstructured data harmonization across CX, CRM, CDP, and service ecosystems.

• Proven experience architecting customer knowledge and experience frameworks that unify operational, behavioral, conversational, and contextual data to power personalized journeys, AI copilots, agentic workflows, retrieval-augmented generation (RAG), and enterprise search.

• Strong understanding of customer experience data models including journey orchestration, interaction history, case lifecycle, segmentation, consent, privacy, customer memory, and omnichannel continuity.

• Hands-on experience designing enterprise knowledge architectures supporting content governance, ingestion pipelines, semantic search, vectorization strategies, metadata frameworks, knowledge lifecycle management, and real-time decision intelligence.

• Ability to transform fragmented ecosystems into a unified customer data + knowledge + experience architecturethat improves customer outcomes, AI accuracy, operational efficiency, and platform scalability.

AI, Agentic & Data Intelligence

• Strong knowledge of AI/ML, Generative AI, and agentic architectures including LLMs, NLP, RAG, enterprise search, vector systems, orchestration frameworks, memory systems, autonomous agents, and intelligent workflow automation.

• Experience designing agentic systems with governance, observability, trust layers, guardrails, lifecycle management, and enterprise-safe deployment strategies.

• Familiarity with cloud data ecosystems such as Snowflake, Databricks, AWS, Azure, GCP, or equivalent enterprise data intelligence platforms.

Business Consulting & Leadership

• Strong capability to perform deep discovery across customer architecture, customer data maturity, AI readiness, and operational transformation needs while aligning phased adoption strategies.

• Excellent communication skills with the ability to influence enterprise architects, CIOs, CDOs, IT decision-makers, and C-suite executives by translating platform, data, AI, and customer experience architectures into business outcomes.

• Experience contributing to thought leadership, sales enablement, partner ecosystem growth, strategic transformation, and innovation programs.

Governance, Privacy & Security

• Strong knowledge of security, privacy, compliance, and responsible AI frameworks including SOC 2, GDPR, CCPA, customer consent frameworks, governance-by-design, and enterprise-safe customer data activation.

Ideal Differentiators

• Experience with conversational AI, autonomous enterprise agents, customer memory systems, or enterprise AI transformation.

• Familiarity with CCaaS, CXM, customer service transformation, and unified customer engagement ecosystems.

• Ability to position Sprinklr as more than a platform — as a Unified Customer Experience, Customer Data, Knowledge, and Agentic AI Transformation Architecture.

• Passion for shaping the future of enterprise customer engagement through platform unification, customer intelligence, and autonomous AI innovation.

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-compr