Senior Solutions Consultant II

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!

As a Talkdesk Senior Solutions Consultant (SC) you will be responsible for tech leading Talkdesk implementations to end Customers. You will be the tech anchor in front of Customers, decisively contributing to delivering the value of cutting-edge solutions that comprise the Talkdesk suite of products. Successful SCs are technically strong, customer oriented, organized, trustful and personable, obsessed in delivering great customer experiences.

Primary Responsibilities:

• Technical lead of Talkdesk implementations with new and existing customers including gathering and documenting requirements (functional & technical), designing prototypes and visual representation diagrams, configuring & integrating systems, building user acceptance testing guides, testing, delivering training and post go-live assistance.
• 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.
• Partnering with a Project Manager or working solo, lead project scoping, creating project plans, planning and scheduling project activities. Integrate plans with customer’s project managers for tracking work progress, creating strategies for risk mitigation and contingency planning, for the successful execution of Talkdesk's deployments.
• Partner with internal teams such as Product, Support, etc. to assure timely delivery of feature requests, bug fixes and support requests
• Develop trust with customer stakeholders to remove project roadblocks and ensure project success.

Requirements:

• 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, working for End Customers.
• 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.
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail.
• A passion for helping people solve problems and 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.
• Travel requirement: up to 20%.

Nice-to-haves:

• Fluency in written and spoken Portuguese, Spanish, French, German.
• Basic knowledge of building or optimizing conversational agents, chatbots, or virtual assistants and/or familiarity with AI technologies, such as Large Language Models (LLMs), from a user perspective.
• Experience implementing or integrating with CRMs (Salesforce, Zendesk and other) and/or Contact Center Solutions.
• Experience with SQL/SOQL and JavaScript.
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
• Software implementation or coding experience.

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.