Senior ML Services Analyst

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 Role Overview: As a Senior ML Services Analyst, you will play a pivotal role in delivering high quality AI solutions while mentoring junior analysts and driving process improvements. You will work closely with Product, Engineering, and Data Science teams to ensure

seamless execution of ML initiatives, maintain service excellence, and contribute to strategic enhancements in Sprinklr’s AI offerings.

Key Responsibilities:

• Collaborate with internal and external stakeholders to understand use cases and translate them into actionable solutions.
• Oversee and execute tasks such as AI quality monitoring, KPI tracking, and data annotation for critical projects.
• Ensure adherence to delivery processes, quality standards, and SLAs while identifying opportunities for optimization.
• Participate in escalations and priority incident resolution, ensuring timely and effective outcomes.
• Prepare and review professional documentation using tools like Confluence, JIRA, and MS Office Suite.

Technical & Analytical Competencies:

• Conduct advanced data analysis to monitor AI performance and derive actionable insights.
• Support AI model configuration and delivery processes, ensuring alignment with business objectives.
• Implement data integrity guidelines and refine datasets for analysis.
• Present insights through clear storytelling and visualization tailored to diverse audiences.

Leadership & Collaboration:

• Mentor and guide junior analysts on best practices, tools, and processes.
• Actively contribute to team rituals, unblock peers, and foster a culture of collaboration.
• Influence project direction by providing feedback on processes, tools, and product improvements.

Impact:

• Lead medium-scale projects with measurable business impact.
• Drive improvements in service delivery efficiency and quality.
• Build strong relationships with stakeholders to ensure alignment and satisfaction.

Qualifications: Education:

• Bachelor’s or master's degree in management, Engineering, Computer Science, or related fields.

Experience:

• 5-7 years in ML project management, AI quality monitoring, or related roles.
• Hands-on experience in service delivery, KPI monitoring, and client communication.

Skills:

• Strong understanding of ML lifecycle and workflows.
• Familiarity with Agile and Scrum methodologies.
• Proficiency in tools like Confluence, JIRA, MS Office Suite; knowledge of Lucid Charts is a plus.
• Excellent written and verbal communication skills for documentation and stakeholder engagement.

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.

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