Technical Lead / SME

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical integration of the Talkdesk platform with our enterprise systems.

• Translate business requirements into a contact center architecture, designing intelligent call routing, IVR, and omnichannel workflows.

• Create and develop custom integrations utilizing Talkdesk REST APIs, webhooks, and Integration Builders.

• Configure and/or enhance intelligent routing, virtual agents, and agent-assistance tools to optimize customer journeys.

• Design and/or refine Talkdesk flows, omnichannel routing, and call data.

• Spearhead the implementation of advanced AI functionalities within Talkdesk.

• Ensure accurate mapping of customer data, contact logs, and interaction history between Talkdesk and our enterprise systems (e.g., JIRA, ZenDesk, Policy Administration System).

• Diagnose and resolve API issues, latency problems, and call-routing failures.

• Mentor team members and business stakeholders during integration activities.

• Provide weekly updates on initiative status, dashboards, and manage initiative costs and profitability.

• Collaborate with vendor partners to understand their capabilities and propose appropriate solutions for our challenges.

• Oversee all technical aspects of deliverables.

⛳️ Requirements

• Practical experience in designing and implementing technical solutions using Talkdesk CCaaS.

• Experience integrating Talkdesk with both built-in and custom connectors (e.g., Zendesk).

• Strong knowledge of REST APIs, JSON, OAuth/SAML, and iPaaS integration tools.

• Good grasp of contact center fundamentals, SIP/VoIP, and skills-based routing rules.

• Experience in direct communication with customers, product owners, and partners.

• Familiarity with SCRUM setup and its associated ceremonies.

• Strong process orientation, structured approach, and excellent organizational skills.

• Outstanding communication, analytical, problem-solving skills, and handling of escalations.

• Excellent interpersonal skills, team management, and leadership abilities.

• Experience managing SA customers.

• Talkdesk Certification (Admin or Architect).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Supportive and inclusive company culture.