XTN-FE51784 | SENIOR SOLUTION CONSULTANT

As a Senior Solution Consultant, you will lead Talkdesk Strategic implementations with new and existing customers gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training.

An opportunity to join a hyper-growth company that's innovative, bold, and ambitious. Be a part of the future of technology and make an impact on an evolving industry. 

• 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
• Lead Talkdesk Strategic implementations with new and existing customers, 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
• Gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training
• Good knowledge of Integration using Talkdesk Applications and APIs that include the creation of studio flow, data dips, automation, custom applications within Talkdesk's solution, and/or 3rd party CRM systems
• Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customer’s organization
• 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
• Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
• Leverage strong technical acumen to identify process 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 delivery approach and develop a proposal/SOW

• Bachelor's degree in a technical field or significant professional experience in a technical role
• 8+ years of experience in Professional Services/Consulting roles or 2+ years in IT Applications Development/Software Product Development or similar role in a fast paced SaaS business
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc
• 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 highly valued
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• A passion for helping people solve problems and 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

• CCaas or Contact Center product
• CCaaS, SaaS Certificates
• IVR Call flow development
• Developer / REST APIs