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
Responsibilities -
AI & Automation Enablement Responsibilities
Design, build, and maintain AI-driven support workflows using Microsoft Copilot and related platforms
Develop and manage Copilot Studio agents integrated with ITSM, asset management, IT catalog, and request management systems
Build Power Automate flows and API-based automations to reduce repetitive Tier 1 and Tier 2 support tasks
Integrate internal systems via APIs and connectors to enable conversational IT support and self-service experiences
Identify high-volume ticket patterns and propose scalable automation solutions
Maintain and optimise automation scripts, workflows, and AI prompt structures
Monitor chatbot and automation performance using usage analytics and continuously improve effectiveness
Ensure governance, auditability, and security controls are applied to all automation implementations
Research emerging AI tools relevant to IT operations and propose pilot initiatives
This role is expected to spend a meaningful portion of time driving automation initiatives alongside core support responsibilities.
Core IT Service Desk Responsibilities
Local support of the Gurgaon office on site 5 days a week
Global support of all Sprinklr users
Tracking and documenting all support activities within the ITSM platform
Supporting macOS, Windows, AV, and enterprise software including Microsoft 365, Adobe, and cloud SaaS applications
Laptop provisioning, inductions, hardware troubleshooting, and repair
Conference room, telephony, printer, and office network support
Application deployment, upgrades, and performance troubleshooting
Endpoint management and antivirus security enforcement
Supporting high-level events and proactive monitoring of meeting rooms
Onboarding and offboarding support including device preparation, access provisioning, and secure asset return
Collaborating with cross-regional IT teams on escalated issues
Maintaining SOPs, knowledge base documentation, and user guides
Supporting VIP users and executives with high-priority service
Coordinating with IT vendors
About You -
5+ years’ experience in IT Support or IT Operations within an enterprise environment
Strong hands-on experience supporting macOS, Windows, and Microsoft 365
Experience with JAMF Pro and enterprise device lifecycle management
Experience supporting senior stakeholders and executives
Required Automation & Systems Capability
Hands-on experience building automations using Power Automate, scripting, or workflow platforms
Practical experience working with APIs, connectors, or system integrations including authentication concepts and data flows
Experience contributing to ITSM improvements, service catalog automation, or self-service enablement
Ability to analyse ticket trends and design scalable solutions that reduce repetitive manual effort
Strong interest in AI-driven service delivery and demonstrated experience experimenting with or implementing AI tools
Professional Attributes
Self-motivated with the ability to work independently
Strong written and verbal communication skills with attention to detail
Able to prioritise effectively across operational support and…