Senior Lead – VOIP Engineer

Job description

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 We are looking for a Sr Lead VOIP Engineer to lead the architecture and technical direction of our next - gen voice infrastructure. You’ll be responsible for building carrier - grade systems with high availability, low latency, and global scalability — powering mission-critical voice communication in our CCaaS platform. This is a hands-on leadership role where you will influence architecture, establish best practices, and work cross-functionally across Engineering, DevOps, Product, and QA teams. What You’ll Do Design and implement VOIP (signaling and media) infrastructure using FreeSWITCH , Kamailio / OpenSIPs , and RTPEngine Architect session border controllers (SBC), NAT traversal, load balancing, and failover strategies Define standards for call routing and audio quality optimization (codecs, jieer , etc.) Lead initiatives for scalability, observability, security, and resiliency of our voice infrastructure Troubleshoot live traffic and provide technical leadership during major incidents Collaborate with Backend and API teams to design provisioning, billing, and call analytics APIs Evaluate and onboard open-source tools or commercial carriers as needed Coach and mentor junior/lead engineers in VoIP best practices What Makes You Qualified? 12+ years of hands-on experience in the Telephony / VoIP / CPaaS domain Strong knowledge of VoIP Protocols (SIP/SDP, RTP/RTCP) , Networking fundamentals (UDP/TCP/IP, DNS, MPLS), QoS ( latency, jieer , packet loss migration). Hands-on experience with Session Border Controller (SBC), Media Servers and WebRTC. Expert-level understanding of SIP , RTP , NAT traversal (ICE/STUN/TURN) , and VoIP security (TLS, SRTP, fraud preven8on) Hands-on development experience with FreeSWITCH , Kamailio / OpenSIPs , and RTPEngine Experience in designing carrier-grade telephony plaXorms serving millions of calls Strong systems programming and debugging skills in C/C++ Strong troubleshooting skills, with experience using network monitoring and debugging tools . Familiarity with distributed systems and cloud-based deployments (AWS, GCP, Azure) Excellent problem-solving, debugging, and performance tuning skills To be successful, you must have hands-on experience in: C/C++ development for real-time systems (not just architecture—active coding is required ). VoIP protocols : SIP signaling, SDP negotiation, RTP/RTCP media handling. Media servers : FreeSWITCH , Kamailio / OpenSIPS , or RTPEngine . Carrier-grade telephony infrastructure : SBCs, NAT traversal (ICE/STUN/TURN), and securing voice traffic with TLS/SRTP. Cloud contact center or CPaaS platforms , including PSTN/SIP trunking and global carrier integrations. 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-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.