Director of Engineering & Site Leader

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

Are you passionate about cutting-edge technologies like AI, big data analytics, large language models (LLMs), data mining, and business intelligence (BI)? Do you aspire to help shape the future of enterprise software as a pre-IPO tech leader? Talkdesk is seeking a dynamic, results-driven Director of Engineering who will also serve as the Site Manager for our Eastern Europe R&D branch. 

If so, your dream job awaits you at Talkdesk. We are the global leaders in customer experience solutions powered by AI. Our mission is to elevate the customer service experience through our innovative cloud-based AI and big data technologies. 

Key Responsibilities:

Engineering Leadership

• Lead and grow a high-performing engineering team focused on AI, LLMs, machine learning, data analytics, data mining, BI, data platforms, and cloud-scale architecture.
  
  
• Develop and execute enterprise-wide AI strategy and roadmap aligned with business objectives and growth initiatives.
  
  
• Own the design, development, and delivery of enterprise AI products, data cloud, and large-scale platforms.
  
  
• Maintain hands-on involvement in key AI projects, actively contributing to architecting, coding, LLM adoption, and technical solutions.
  
  
• Collaborate closely with cross-functional teams, including product management, data science, and design, to ensure the successful delivery of scalable, customer-centric solutions.
  
  

Site Management & Local Leadership

• Serve as the senior site leader for the Eastern Europe office, fostering a culture of innovation, excellence, and collaboration.
  
  
• Act as the primary point of contact between the local team and global headquarters, ensuring alignment of priorities and timely communication.
  
  
• Recruit, mentor, and retain top engineering talent in the region; build a strong local brand and represent Talkdesk at regional tech events and forums.
  
  
• Oversee site-level operations including facilities, compliance, engagement, and employee development.
  
  
• Promote a positive and inclusive work environment that supports diversity and team growth.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field.
  
  
• 10+ years of progressive experience in software engineering, including 8+ years in technical leadership and team management roles.
  
  
• Proven track record building and scaling cloud-native services and enterprise-grade data platforms.
  
  
• 5+ years of experience building and delivering data-intensive applications, including data pipelines, analytics tools, or AI/ML services.
  
  
• Strong understanding of modern AI technologies, especially large language models, generative AI, and MLOps.
  
  
• Experience working in a global, matrixed organization with distributed teams.
  
  
• Prior experience in site leadership or multi-team management in a regional hub is highly desirable.
  
  
• Excellent communication, interpersonal, and organizational skills.
  
  

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.