About this role
Wanted: Sprinklr CCaaS Engineer, building the contact center of the future, channel by channel Why work with us: - We improve your accessibility - We enhance your customer experience - We increase your efficiency Want to know how we've been using AI to enhance the customer experience for years? "With Pegamento, we found not just a supplier, but a true partner in change. Thanks to their expertise and our joint DevOps approach, we have made great strides in a short time. The technology supports our people so they can focus on where they make a difference: personal contact with entrepreneurs. " Laila de Rooij Director of Valuable Customer Contact Chamber of Commerce At Pegamento, we don't build call centers; we build full-fledged CCaaS (Contact Center as a Service) solutions for organizations such as international consumer electronics clients, Kindergarden , the Chamber of Commerce and the 113 Suicide Prevention Foundation . Think Sprinklr platforms where voice, chat, messaging, video, social, bots and reporting come together in one experience. As a Sprinklr CCaaS Engineer, you will design, build and manage the heart of such a platform. You will be responsible for how customers come in, how calls are routed, what KPIs are measured and how the contact center behaves when it gets busy. You'll work with solution architects, voice specialists, CRM integrators, and AI engineers. And yes, you'll join a team that sometimes calls itself "the Josti band": opinionated, multi-disciplinary, and surprisingly effective in addition to a big dose of fun. What do we expect from you in this role? Within your first 90 days : - Deliver one fully working Sprinklr flow: including voice-channel configuration, routing rules, IVR, case structure and dashboards. - Become familiar with our telephony backbone (e.g. CM.com , SIP/SBC architecture) and understand how Sprinklr Voice integrates with it. - Design your routing logic and queues based on con...