Jobs at Talkdesk

Design, execute, and maintain automated and manual tests for scalable AWS-hosted SaaS microservices. Build unit, API, UI, end-to-end, performance, security, reliability, and telemetry testing into CI/CD pipelines. Manage defect tracking and test reporting, validate deployments, collaborate with engineering and product teams, support incident triage, and improve test frameworks and coverage. The role requires hands-on automation, REST API, database, messaging, container, and cloud testing experience.

Leads client discovery and solution architecture for Talkdesk implementations. Creates Statements of Work covering requirements, deliverables, schedules, tasks, and pricing; translates client needs for internal teams; identifies product gaps and prioritizes roadmap features. Partners with sales, product, engineering, and implementation teams to improve methodologies, processes, and technical solutions while guiding stakeholders through complex SaaS, CCaaS, and UCaaS concepts.

Provides first-line technical support for Talkdesk platform issues, including incident intake, triage, severity classification, troubleshooting, escalation, SLA tracking, ticket management, and customer communication. Supports reporting, workforce management, and quality management applications, including configuration, access control, data verification, recording issues, system monitoring, and integrations. Maintains knowledge-base content and supports government and education customers.

Develop and maintain scalable microservices, APIs, and integrations for Talkdesk’s cloud-based customer experience platform. Design secure, stable solutions; collaborate with Product and engineering teams; participate in Agile development, peer reviews, automated testing, and CI/CD. Provide technical guidance, document architecture, solve complex problems, and support scalable global web applications using Kotlin, Java, Spring Boot, messaging systems, and various databases.

Leads and grows a Commercial Solutions Engineering team responsible for presales strategy, customer-facing solution demonstrations, technical consulting, and solution architecture. Coaches SEs, supports opportunity qualification, partners with Sales, Product, Engineering, and other teams, and drives go-to-market strategy, market penetration, revenue growth, and customer adoption. The role also oversees hiring, organizational development, process improvement, and stakeholder alignment across the global solutions organization.

The General Counsel will provide legal advice on employment law, manage litigation, oversee employee agreements, and ensure compliance with labor regulations. They will also support HR operations and train internal teams.

Lead strategic implementations of Talkdesk CXA and CCaaS solutions, providing technical guidance, integrations, customer adoption support, and post-implementation strategy. Collaborate with customers, partners, Product, and Support teams to ensure project success, resolve issues, and develop deployment playbooks. Serve as a trusted advisor to executive stakeholders while applying expertise in AI, automation, SaaS, APIs, and software integrations.

The Principal Consultant - Customer Enablement is responsible for leading implementations, consulting with enterprise clients, and enhancing product deployment while ensuring exceptional customer experience through training and collaboration with internal teams.

Design and own Kotlin Multiplatform architecture for shared call-state logic, implement Android and iOS telephony integrations, and lead legacy modularization. Establish AI-assisted development practices, mentor engineers, introduce dependency injection, and improve CI/CD across mobile toolchains. The role requires deep production KMP expertise, native strength on Android or iOS, cross-platform debugging experience, and architectural ownership.

Leads the strategy, architecture, roadmap, and organizational development of Platform Engineering. Owns internal developer platforms, cloud infrastructure, Kubernetes, CI/CD, observability, reliability, security, automation, developer experience, and FinOps. Builds high-performing teams, drives platform transformations, improves engineering productivity and resilience, and manages infrastructure investment and cost governance. Partners with engineering, architecture, security, finance, and executive stakeholders while applying AI and agentic automation to platform operations.

Serve as the primary product contact embedded with health system clients to discover workflows, design AI-powered solutions, scope pilots, and lead 0→1 deployments. Translate clinical and administrative workflows into product requirements, drive UAT and go-live, measure business success metrics, and surface field insights into the product roadmap. Travel to client sites for discovery and deployment support and collaborate with ML engineers, FDEs, and solution teams to ensure measurable ROI and expansion.

Lead technical architect for enterprise Agentic AI deployments: design scalable, secure multi-agent systems, write production code (Python/TypeScript/Node.js), build SDKs and automation, resolve critical integration issues, consult with executive stakeholders, align deployment learnings with product, and mentor FDE engineers.

Lead technical design and delivery of production-grade Agentic AI solutions for enterprise customers. Architect multi-agent systems, write secure scalable code, integrate across APIs/webhooks/message queues, deploy RAG/vector-db solutions, mitigate technical risk, mentor junior engineers, and feed deployment learnings into product and engineering roadmaps.

Partners with Product Managers to develop and validate SaaS pricing and packaging proposals. Builds financial models, benchmarks competitors, assesses operational feasibility, supports pricing governance and committee processes, maintains pricing documentation, and coordinates implementation across systems such as Salesforce CPQ. Develops pricing analytics and dashboards, researches market trends, advises Sales and Deal Desk, and independently manages multiple strategic pricing initiatives.

Lead and scale the Americas Solutions Engineering organization to drive net-new logos and ARR expansion. Act as executive technical sponsor on strategic deals, define regional pre-sales KPIs and methodologies, hire and develop SE managers, collaborate with Product and Engineering to influence roadmap, and expand the ecosystem to position Talkdesk as a premier AI CX platform.

The Vice President, Customer Experience leads a unified CX model, enhancing AI adoption for customers while driving retention and expansion, and aligning business objectives with technical execution.

Serves as the senior technical advisor and strategic partner for Talkdesk’s largest enterprise customers. Leads complex onboarding, platform optimization, technical initiatives, adoption strategies, risk mitigation, and change management. Builds executive relationships, supports business reviews, analyzes usage and ROI, enables renewals and expansion, and coordinates cross-functional resolution across Professional Services, Product, Engineering, Support, Sales, and Customer Success. Develops technical roadmaps, best practices, customer insights, and scalable delivery processes.

Owner of full enterprise sales cycle for public-sector accounts (1,000+ employees) in UK&I. Generate pipeline, present to C-level, negotiate 5-7 figure multi-year contracts, build partner/channel relationships, forecast, and upsell into existing customers to meet quota.

Senior technical lead for APAC partners driving partner enablement, co-selling, and technical leadership around Talkdesk CCaaS/CXA. Responsibilities include advanced demonstrations, solution design, ecosystem integrations, Agentic AI implementations, partner competency development, and regional representation with ~35-70% travel.

Own and execute the enterprise sales process to meet quota, build strategic account plans, develop senior relationships, forecast accurately, surface market feedback, and prioritize customer needs across cross-functional teams. Travel frequently to close complex SaaS deals and negotiate contracts.