At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
The SRE Connectivity team at Talkdesk builds, operates, and evolves the infrastructure foundation that supports all engineering teams. We work with an automation-first mindset and prioritize availability, reliability, and scalability at global scale.
As a Principal Engineer, you will serve as a senior technical authority for network and SRE infrastructure. You will shape architecture, drive engineering standards, and lead complex initiatives across a large, distributed, multi-region, multi-cloud environment. This role is deeply hands-on and focused on solving hard infrastructure problems at scale.
At Talkdesk, we follow a “you build it, you own it” philosophy. You will help reinforce that culture by designing platforms and guardrails that empower teams to operate safely in production, fostering a blameless, learning-driven engineering environment.
What you will do:
- Architect and evolve core network infrastructure and shared SRE platforms used company-wide
- Lead design and implementation of large-scale infrastructure initiatives
- Stay deeply hands-on: contribute code, automation, and infrastructure changes
- Establish technical standards, patterns, and best practices across teams
- Drive automation-first operations and eliminate manual, error-prone workflows
- Improve reliability through strong observability, monitoring, and proactive detection
- Design tooling and platforms that enable teams to safely run production workloads
- Participate in on-call rotation and remain close to real production challenges
- Lead incident response and root cause analysis for complex system failures
- Act as a technical mentor and multiplier for senior engineers
- Influence cross-team architecture and long-term infrastructure strategy
Required experience
- Strong hands-on AWS networking experience
- Practical experience configuring and operating AWS Direct Connect
- Hands-on experience with Fortinet firewalls and security products
- Experience with NetBox or similar network source-of-truth platforms
- Deep Linux/Unix systems knowledge
- Strong programming/scripting skills (Python, Bash, or similar)
- Infrastructure as Code expertise (Terraform, CloudFormation, or equivalent)
- Experience with configuration management tools such as Ansible
- Familiarity with monitoring and observability platforms (Datadog, Grafana, New Relic, etc.)
- Proven ability to design automation for complex infrastructure workflows
- Advanced troubleshooting skills in distributed systems
- Pragmatic engineering mindset with strong critical thinking
Nice to have
- Experience supporting large-scale production systems
- Exposure to Docker, Consul, Vault, Jenkins, Concourse, Prometheus, Nexus
- Experience with encryption, secrets, and key management (ACM, KMS, hashing)
- Experience with additional firewall or network security platforms
- Multi-cloud experience (GCP, Azure)
- Previous experience acting as a principal/staff-level technical leader
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.Top Skills
What We Do
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.
