Job Summary:

As a Senior Solution Consultant II, you will be responsible for leading the professional service 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

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

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.