Job Title

We are seeking an experienced Telephony & IVR Specialist to design, configure, and optimize end‑to‑end telephony and IVR capabilities within Sprinklr CCaaS. The role focuses on call routing, SIP connectivity, conversational IVR, and high‑availability telephony aligned with enterprise architecture and government service standards.Key Responsibilities✅ Configure and manage telephony services within Sprinklr CCaaS ✅ Design and implement:Inbound & outbound call routing logicSkill‑based routing modelsQueue strategies, prioritization, and overflow handlingFailover and Disaster Recovery (DR) routing✅ Develop, enhance, and maintain Conversational IVR flows ✅ Configure and manage SIP trunks and telephony providers ✅ Manage call recording, retention, and compliance policies ✅ Monitor and optimize telephony KPIs:Average Handle Time (AHT)Service LevelAbandonment RateContainment Rate✅ Support UAT and go‑live activities ✅ Perform Root Cause Analysis (RCA) for telephony incidents ✅ Collaborate with network teams on:Latency and QoSFirewall rulesSIP tunnels and connectivity✅ Maintain detailed documentation:Call flow diagramsSIP architecture diagramsRouting matricesRequired Skills & Experience