Telephony & IVR Specialist -Sprinklr CCaaS

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 logic Skill‑based routing models Queue strategies, prioritization, and overflow handling Failover 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 Level Abandonment Rate Containment Rate ✅ Support UAT and go‑live activities ✅ Perform Root Cause Analysis (RCA) for telephony incidents ✅ Collaborate with network teams on: Latency and QoS Firewall rules SIP tunnels and connectivity ✅ Maintain detailed documentation: Call flow diagrams SIP architecture diagrams Routing matrices Required Skills & Experience 3+ years of experience in Contact Center Telephony Strong hands‑on knowledge of: SIP, RTP, VoIP protocols IVR logic and call routing strategies Queue prioritization and overflow models Call recording and compliance systems Experience with Sprinklr CCaaS (strongly preferred) Solid understanding of high‑availability and DR telephony design

Apply Now