Talkdesk Technical Lead / SME

Job Description

We are looking for an experienced Talkdesk Technical Lead / SME to lead the design, implementation, integration, and support of Talkdesk Contact Center solutions. The role will involve providing technical leadership, solution guidance, troubleshooting, and working closely with business and technical stakeholders.

Key Responsibilities

• Lead Talkdesk technical design, configuration, implementation, and support.
• Act as the Subject Matter Expert (SME) for Talkdesk Contact Center solutions.
• Design and implement integrations with CRM, enterprise applications, APIs, and other platforms.
• Configure and manage Talkdesk workflows, IVR, routing, call flows, reporting, and related features.
• Troubleshoot complex production issues and provide root-cause analysis.
• Work with cross-functional teams to understand business requirements and translate them into technical solutions.
• Lead technical discussions, design reviews, and implementation activities.
• Ensure solution scalability, security, reliability, and performance.
• Support upgrades, enhancements, migrations, and continuous improvement initiatives.
• Mentor developers and technical team members on Talkdesk best practices.

Must-Have Skills

• Strong hands-on experience with Talkdesk / Talkdesk CX Cloud.
• Contact Center / CCaaS implementation and support experience.
• Experience with IVR, call routing, workflows, reporting and analytics.
• Strong knowledge of REST APIs and system integrations.
• Experience integrating Talkdesk with CRM platforms.
• Strong troubleshooting and problem-solving skills.
• Good communication and stakeholder management skills