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