Job Summary:

As a Senior Solution Consultant II, you will be responsible for leading the pre-sales process for complex software solutions. You will work closely with sales teams and customers to understand business requirements and develop solutions that align with organizational goals. You will also provide technical guidance and mentorship to junior consultants.

Duties and Responsibilities:

• Lead Talkdesk Strategic implementations with new and existing customers including project management, gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training 
• Understand customer business objectives, consult with industry best practices, & document user stories. Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customer’s organization
• Lead project scoping, creating project plans, planning, and scheduling project activities.  Integrate plans with customer’s project managers for the successful execution of Talkdesk's deployments 
• Develop visual representation diagrams of the Customer’s end-client journey
• Implement solutions that include the creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts within Talkdesk's solution and/or 3rd party CRM systems
• Develop trust with customer executives, leadership, and other stakeholders to remove project roadblocks and ensure project success
• Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
• Leverage strong technical acumen to identify processes and technical solutions dynamically to expected and unexpected situations. Able to produce technical documentation
• Partner with internal teams such as Product, Support, etc. to assure timely delivery of feature requests, bug fixes, and support requests
• Participate in the sales cycle as necessary to gather requirements, formulate a delivery approach and develop a proposal/SOW
  
  

Qualifications:

• Bachelor's degree in a technical field or significant professional experience in a technical role 
• 5+ years of experience in Professional Services/Consulting roles or 5+ years in IT Applications Development/Software Product Development or similar role in a fast-paced SaaS business
• Experience implementing or integrating with CRMs (Salesforce, Zendesk, and others) and/or Contact Center Solutions preferred
• Experience with SQL/SOQL and JavaScript a plus
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
• Software implementation or coding experience is a plus
• Familiar with creating and managing Web Services (REST APIs/).
• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience is highly valued
• Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
• A passion for helping people solve problems and a proven ability to understand and learn technological concepts
• Highly organized self-starter that seeks challenging opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Fluency in written and spoken English, bilingual abilities a plus
• This role required to work in US shift time

As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services (PS) organization, you will provide a white-glove experience and drive the implementation of cutting-edge CXA and CCaaS solutions for healthcare and life sciences customers that align with strategic objectives and support excellence during implementation. 

Primary Responsibilities

• Lead strategic implementations of CXA and CCaaS solutions with new and existing customers that meet customer use cases,  leveraging industry knowledge, product expertise, and best practices.
• As a billable resource, you will serve as the primary technical resource for clients during projects,  focused on the design, development, and deployment of integrations with major EHR/EMR systems, with an emphasis on Epic. 
• Develop and troubleshoot complex workflows and data exchange processes (e.g., HL7, FHIR).
• Ensure integrations are secure, reliable, and aligned with industry and regulatory standards.
• Act as an internal Subject Matter Expert (SME) for Epic and other systems like EHRs (e.g. Cerner, Athenahealth)Develop reusable assets, best practice documentation, and knowledge base content to scale integration delivery.Mentor and train Professional Services and cross-functional teams to enhance integration expertise across the organization.
• Provide guidance and hands-on support to internal teams, external partners, and customers during the Implementation of Talkdesk CXA and CCaaS products, ensuring technical alignment and project success.  
• Collaborate with internal teams (e.g., Product, Support) to address feature requests, resolve issues, and deliver updates that align with customer needs.
• Contribute to the ongoing development of CXA specific templates, playbooks, and best practices to streamline deployment and ensure consistent implementation quality.
• Act as a trusted advisor to stakeholders, building relationships with executives and providing long-term guidance on CXA strategy and success.

Preferred Background:

• Bachelor's degree in a technical field or significant professional experience in a technical role
• 5+ years in Professional Services, Consulting, or IT/Software Development, with a focus on AI or automation solutions in a SaaS environment
• 3+ years of hands-on Epic integration experience within healthcare systems (required)
• Experience working with or integrating Electronic Health Record (EHR) systems (e.g., Cerner, Allscripts, eClinicalWorks, Athenahealth) a plus. 
• Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines).
• Languages such as: JavaScript, MUMPS (M), Python, SQL
• Strong understanding of AI-driven automation use cases.
• Experience working with cross-functional teams in pre-sales, implementation, and/or customer success contexts.
• Excellent communication and stakeholder management skills, including executive presence.
• Strong problem-solving skills and a proactive, outcome-driven mindset.
• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience is highly valued.
• Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
• Highly organized self-starter that seeks challenging opportunities.
• Ability to work cross-functionally in a fast-paced environment.
• Fluency in written and spoken English.

Nice-to-haves:

• Fluency in written and spoken Portuguese, Spanish, French, German.
• Basic knowledge of building or optimizing conversational agents, chatbots, or virtual assistants.
• Familiarity with CRM systems (Salesforce, Zendesk and other) and/or Contact Center Solutions.
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.

Pay Range (OTE Pay):  $123,000 - $205,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/20/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services (PS) organization, you will provide a white-glove experience and drive the implementation of cutting-edge CXA and CCaaS solutions for healthcare and life sciences customers that align with strategic objectives and support excellence during implementation. 

Primary Responsibilities

• Lead strategic implementations of CXA and CCaaS solutions with new and existing customers that meet customer use cases,  leveraging industry knowledge, product expertise, and best practices.
• As a billable resource, you will serve as the primary technical resource for clients during projects,  focused on the design, development, and deployment of integrations with major EHR/EMR systems, with an emphasis on Epic. 
• Develop and troubleshoot complex workflows and data exchange processes (e.g., HL7, FHIR).
• Ensure integrations are secure, reliable, and aligned with industry and regulatory standards.
• Act as an internal Subject Matter Expert (SME) for Epic and other systems like EHRs (e.g. Cerner, Athenahealth)Develop reusable assets, best practice documentation, and knowledge base content to scale integration delivery.Mentor and train Professional Services and cross-functional teams to enhance integration expertise across the organization.
• Provide guidance and hands-on support to internal teams, external partners, and customers during the Implementation of Talkdesk CXA and CCaaS products, ensuring technical alignment and project success.  
• Collaborate with internal teams (e.g., Product, Support) to address feature requests, resolve issues, and deliver updates that align with customer needs.
• Contribute to the ongoing development of CXA specific templates, playbooks, and best practices to streamline deployment and ensure consistent implementation quality.
• Act as a trusted advisor to stakeholders, building relationships with executives and providing long-term guidance on CXA strategy and success.

Preferred Background:

• Bachelor's degree in a technical field or significant professional experience in a technical role
• 5+ years in Professional Services, Consulting, or IT/Software Development, with a focus on AI or automation solutions in a SaaS environment
• 3+ years of hands-on Epic integration experience within healthcare systems (required)
• Experience working with or integrating Electronic Health Record (EHR) systems (e.g., Cerner, Allscripts, eClinicalWorks, Athenahealth) a plus. 
• Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines).
• Languages such as: JavaScript, MUMPS (M), Python, SQL
• Strong understanding of AI-driven automation use cases.
• Experience working with cross-functional teams in pre-sales, implementation, and/or customer success contexts.
• Excellent communication and stakeholder management skills, including executive presence.
• Strong problem-solving skills and a proactive, outcome-driven mindset.
• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience is highly valued.
• Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
• Highly organized self-starter that seeks challenging opportunities.
• Ability to work cross-functionally in a fast-paced environment.
• Fluency in written and spoken English.

Nice-to-haves:

• Fluency in written and spoken Portuguese, Spanish, French, German.
• Basic knowledge of building or optimizing conversational agents, chatbots, or virtual assistants.
• Familiarity with CRM systems (Salesforce, Zendesk and other) and/or Contact Center Solutions.
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.

Pay Range (OTE Pay):  $123,000 - $205,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/20/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Pay Range (OTE Pay):  $123,000 - $205,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/20/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

As a Senior Solution Architect, you will be responsible for designing and implementing complex software solutions that meet the needs of the organization and its customers. You will work closely with cross-functional teams to understand business requirements and develop solutions that align with organizational goals. You will also provide technical guidance and mentorship to junior architects and engineers.

Duties and Responsibilities

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements
• Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance of the conversation
• Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing
• Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process
• Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap
• Partner with sales, product, and engineering to help prioritize products and features based on client needs
• Effectively translate client requirements and program characteristics to internal stakeholders. Ensure the client’s goals align with Talkdesk’s product offering and implementation methodology.
• Help build out department methodology and tools to improve quality and efficiency
• Leverage strong technical acumen to identify process improvements and technical solutions 

Preferred Background

• 3-5 years of experience in Professional Services or Consulting, or 5 years of IT project management experience in a SaaS business
• Experience with CX, CCaaS, and/or UCaaS solutions
• Software implementation or coding experience is a plus
• Familiar with creating and managing Web Services (REST/SOAP/WSDL).
• A proven track record of managing and delivering IT projects for enterprise companies
• Engaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• A passion for helping people solve problems and a proven ability to understand progressive technology
• Excellent verbal and written communication skills and meticulous attention to detail
• Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients
• Ability to work cross-functionally in a fast-paced startup environment
• Salesforce and other CRM experience preferred
  
  

Pay Range (OTE Pay):   $136,000 - $204,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 7 days from the posting date. The application was posted on 03/24/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Responsibilities:

• Lead Talkdesk’s Strategic HLS Healthcare & Life Sciences (HLS) customer implementation projects from kick-off to completion 
• Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
• Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities
• Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders
• Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
• Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
• Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
• Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
• Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW
• Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through 
• Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met

Requirements:

• 8+ years of experience managing technical projects, preferably client facing
• 5 + years of experience working with healthcare or life sciences organizations
• Proven experience working in a SaaS organization 
• PMP (Project Management Professional) Certification or equivalent is desirable
• Bachelor's degree in client management, or significant professional experience in a Project Management role, MBA Degree preferred 
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Ability to communicate and manage escalations and maintain C level relationships
• Ability to work cross-functionally in a fast-paced startup environment, such as strong organization skills and business acumen
• Salesforce and other CRM experience preferred
• Fluency in written and spoken English, bilingual abilities a plus
• Travel requirement: up to 30%

Pay Range (OTE Pay):   $96,000 - $160,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/20/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Responsibilities:

• Lead Talkdesk’s Strategic customer implementation projects from kick-off to completion 
• Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
• Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities
• Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders
• Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
• Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
• Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
• Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
• Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW
• Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through 
• Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met

Requirements:

• 8+ years of experience managing technical projects, preferably client facing
• Proven experience working in a SaaS organization 
• PMP (Project Management Professional) Certification or equivalent is desirable
• Bachelor's degree in client management, or significant professional experience in a Project Management role, MBA Degree preferred 
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Ability to communicate and manage escalations and maintain C level relationships
• Ability to work cross-functionally in a fast-paced startup environment, such as strong organization skills and business acumen
• Salesforce and other CRM experience preferred
• Fluency in written and spoken English, bilingual abilities a plus
• Travel requirement: up to 30%

Pay Range (OTE Pay):  $96,000 - $160,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/20/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

As an Experienced Full Stack Developer, you will play an integral role on building custom solutions, product extensions and integrations. Your primary focus will be active development, contributing to projects that build custom applications to enhance our platform. You’ll leverage your technical expertise while demonstrating strong collaboration and communication skills to achieve team and organizational goals.

Responsibilities:

• Actively participate in the development of web services, user interfaces, and backend processes that integrate with various APIs and data stores.
• Solve technical challenges and research innovative solutions to meet project requirements.
• Collaborate closely with teammates to design and implement scalable, efficient, and maintainable solutions.
• Participate in design sessions, asking insightful questions to understand and contribute to architectural decisions.
• Ensure code quality by adhering to software design principles and contributing to code reviews.
• Learn and adapt quickly to new frameworks, languages, and technologies to address evolving business needs.

Key Skills & Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or equivalent experience.
• At least 3+ years of hands-on experience in software development with proficiency in JavaScript and Node.js.
• Experience with front-end development (React preferred) and expertise in AWS as the primary cloud platform.
• Strong understanding of software design principles, API development, and cloud-based service architectures.
• Proven experience working within agile development methodologies.
• Nice-to-have experience with MongoDB, Redis, Kafka, Kubernetes, and Docker.
• Bonus skills: Experience with Salesforce and related tools.
• Passion for building innovative solutions with a focus on enterprise durability and scalability.
• Strong problem-solving skills and ability to navigate complex technical challenges.
• Effective communication and collaboration skills to work seamlessly within a team.

Soft Skills & Organizational Impact:

• Demonstrate maturity, a positive attitude, and discretion when handling sensitive client and team matters.
• Exhibit strong strategic thinking to align technical development with business goals.
• Work cross-functionally with other teams to improve processes and deliver superior customer solutions.
• Serve as a role model of integrity, ethical behavior, and professionalism within the team.

Why Join Us?

• Be part of a team that values innovation, creativity, and collaboration.
• Work on challenging, impactful projects that shape the future of customer interactions.
• Enjoy a fast-paced environment that fosters professional growth and development.

If you are a passionate developer who thrives in a dynamic environment and loves building innovative solutions, we’d love to hear from you. Apply today to be a part of our journey!

Additional Notes:
This position will follow a hybrid work model.

#LI-Hybrid

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements
• Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions and relevant lines of questioning that may not have been prepared in advance of the conversation
• Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing
• Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps and continuously improve SOWs and the SOW process
• Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap
• Partner with sales, product, and engineering to help prioritize products and features based on client needs
• Effectively translate client requirements and program characteristics to internal stakeholders. Ensure the client’s goals align with Talkdesk’s product offering and implementation methodology.
• Help build out department methodology and tools to improve quality and efficiency
• Leverage strong technical acumen to identify process improvements and technical solutions

Requirements:

• 3–5 years of experience in Professional Services or Consulting, or 5+ years of IT project management experience in a SaaS environment
• Experience in CCaaS and UCaaS solutions
• Software implementation or coding experience is a plus
• Familiarity with creating and managing Web Services (REST/SOAP/WSDL)
• Strong consulting mindset with the ability to communicate technical concepts to stakeholders of varying backgrounds and skill levels
• Passion for problem-solving and a demonstrated ability to understand evolving technologies
• Excellent verbal and written communication skills, with strong attention to detail
• Mature demeanor, positive attitude, and ability to handle client interactions with discretion and professionalism
• Ability to work cross-functionally in a fast-paced environment
• Experience with Salesforce or other CRM systems is preferred
• Fluency in English is required; additional European languages are a plus

We are seeking a highly skilled and customer-focused Partner Technical Architect to join our Partner Success team. In this critical role, you will serve as the technical backbone for our partners, providing expert guidance, support, and enablement to ensure their success in implementing and leveraging our Talkdesk platform.. You will be instrumental in bridging the gap between our product and partner delivery teams, providing seamless integration and issue resolutions.

Responsibilities:

Technical Training & Enablement:

• Support partner onboarding by providing in-depth technical guidance and resources.
• Work closely with the Customer Success Enablement (CX) team to improve and enhance partner enablement training and artifacts.
• Partner with Customer Success Enablement (CX) team on new technical webinars and ensure assigned partners are attending.
• Develop and deliver technical workshops and enablement programs for partners, focusing on platform architecture, implementation best practices, and AI capabilities.

Technical Implementation & AI Support:

• Assist partners with complex technical implementations, providing hands-on support and troubleshooting expertise.
• Offer specialized guidance on leveraging our AI features and functionalities, ensuring partners maximize their value.

Partner Relationship & Support:

• Establish regular meeting cadences with assigned partners to provide direct support on open technical questions and issues.
• Act as a trusted technical advisor, building strong relationships and fostering partner confidence.

Technical Troubleshooting & Escalation Management:

• Troubleshoot and resolve complex technical issues and escalations, ensuring timely and effective solutions.
• Collaborate with internal engineering and support teams to address critical issues and implement long-term solutions.
• Broker escalations within Talkdesk including Product and Customer Care

Technical Documentation & Best Practices:

• Partner with Talkdesk PS to enhance technical documentation, including best practices, implementation guides, and troubleshooting resources.
• Product Feedback & Improvement:
• Gather and analyze partner feedback on product features and functionality, providing valuable insights to product management and engineering teams.
• Advocate for partner needs and contribute to the continuous improvement of our platform.

Product Knowledge & Expertise:

• Stay up-to-date on product updates, new releases, and emerging technologies, particularly in the AI space.
• Proactively share knowledge and insights with partners to ensure they are leveraging the latest innovations.

Scoping, SOW, and Implementation Methodology:

• Develop and deliver workshops to aid partners in scoping projects and developing Statements of Work (SOWs).
• Create and document implementation methodologies, including key touchpoints, artifacts, and escalation paths.