Software Engineer, Enterprise Apps (Sprinklr Platform)

Details

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

As part of Coinbase’s Enterprise Applications and Architecture organization, the CXCM (Customer Experience Channel Management) team is on the front lines of revolutionizing how we deliver exceptional support to millions of users globally. We are responsible for managing the agent experience across chat, phone, email, and social channels, empowering customer service agents across compliance and retail business units to operate at peak efficiency.

We design, build, and own platforms that prioritize the customer-first approach while driving agent productivity and maximizing automation. Our team thrives on innovation, creating scalable solutions that not only meet today’s needs but also anticipate the future of customer engagement.

In this role, you will play a pivotal role in enhancing Coinbase's Social customer experience by administering and optimizing the Sprinklr platform for global teams. You will work closely with CX leaders and internal teams to implement automation and workflow solutions that boost agent productivity, while ensuring platform reliability, compliance, and seamless integration with systems like Salesforce, MaestroQA, and Snowflake.

Responsibilities

• Administer and configure the Sprinklr platform for global teams.
• Collaborate with CX leaders to identify and implement automation and workflow solutions that enhance agent productivity.
• Monitor platform updates and leverage new features for business improvement.
• Monitor and resolve platform issues, working closely with Sprinklr's support team when necessary.
• Ensure data integrity, retention compliance, compliant change management procedures and system governance.
• Collaborate with internal IT and development teams to integrate Sprinklr with CRM systems like Salesforce.
• Add positive energy in every meeting, and make your coworkers feel included in every interaction.
• Communicate across the company to technical and non-technical leaders with ease.
• Delivering top quality services in a tight timeframe by navigating seamlessly through uncertainties.
• Working with teams and teammates across multiple time zones.

Requirements

• 3+ years building workflow automations, scripting, reporting and administration on Sprinklr Platform.
• 2+ years of experience as a software engineer.
• Proven experience integrating Sprinklr at least with two third-party applications like Salesforce.
• Proven experience with Sprinklr APIs and platform integrations.
• Proficiency in scripting (e.g. JavaScript) for platform customization.
• Be a self-starter, executing complex solutions with minimal guidance while ensuring efficiency and scalability.
• Strong troubleshooting and root cause analysis skills.
• Excellent communication skills to train and support end users.

Nice to haves

• SaaS platform experience (Salesforce, Amazon Connect).
• Practical experience with back-end object-oriented programming language is a plus.