Senior Solution Consultant

At Talkdesk, we’re building a future of brilliant customer interactions. We have the cleverness, curiosity, and grit to make us a team of customer heroes: thinkers, achievers, and dreamers who believe that our world-class SaaS platform can influence a new kind of customer interaction.

We’re looking for the new members of the Talkdesk family - those ambitious, driven, and collaborative individuals who thrive in a fast-paced environment and will push us to do even greater things together. If you are a world-class solution consultant and would like to help us shape the future of Talkdesk, come along with us on our journey - your dream job is waiting!

In Talkdesk, you are taking both Technical Project Manager and Senior Solution Consultant roles to lead the Clients deployments. This hybrid role plays a critical dual role as both a trusted advisor and technical consultant to Talkdesk's most valuable customers. This serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful project deployment.

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

3+ years of experience in Professional Services/Consulting roles or 3+ 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 other) 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

Travel requirement: up to 30%