Senior Partner Solutions Engineer
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Job Summary
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 Senior Partner Solutions Engineer is a highly experienced technical lead responsible for driving the growth and technical enablement of our key partners (National Partners Value-Added Resellers (VARs) and System Integrators) across the United Kingdom (UK) Benelux and DACH regions.
This senior individual contributor role reports directly to the Vice President Partner Solution Engineering. You will act as the primary technical point of contact supporting partners in establishing and scaling their Contact Center as a Service (CCaaS) and Customer Experience Automation (CXA) practices built around the Talkdesk platform. This role involves deep technical engagement partner enablement co-selling support and providing technical thought leadership to ensure mutual partner and customer success across the assigned territories.
Key Responsibilities
Partner Enablement & Practice Development
- Lead Technical Enablement: Design and execute comprehensive enablement plans to educate partner Solutions Architects and Sales Engineers on the Talkdesk value proposition product architecture competitive differentiators and roadmap.
- Partner Center of Excellence: Support the development of Partner Competency Centers by coaching on effective technical discovery platform demonstrations and proof-of-concept (POC) execution.
- Domain Expertise: Develop and maintain deep domain expertise in the regional Partner landscape understanding their current go-to-market (GTM) strategy areas of focus and identifying new opportunities for expansion.
Co-Selling Support & Technical Leadership
- Agentic AI Focus: Provide technical expertise on Agentic AI solutions within the contact center including prompt engineering RAG implementations tools integration and guardrail best practices.
- Customer Engagement: Provide technical oversight guidance and direct assistance to Partner sales teams in understanding complex customer business and technical requirements use cases and solution design.
- Solution Demonstration: Lead advanced technical discussions conduct compelling demonstrations of the Talkdesk platform and articulate the ease of integration within an enterprise ecosystem.
- Ecosystem Integration: Develop a deep understanding of the enterprise ecosystem including integration requirements with CRM (e.g. Salesforce Microsoft Dynamics) WFM Knowledge Management and UCaaS vendors.
Strategic Contribution & Communication
- Voice of the Partner: Act as the critical communication channel to Talkdesk Product Management and Engineering teams relaying Partner and customer needs market trends and product enhancement requests.
- Market Representation: Represent Talkdesk as a technical expert at regional Partner summits technical events webinars and conferences.
- Travel: Ability to travel approximately 35-50% of the time across the UK Benelux and DACH regions as required.
Essential Skills & Experience
- Regional Experience: 5 years of experience as a Partner Solutions Engineer or Pre-Sales Engineer in the CCaaS/CXA sector.
- Channel Background: Solid experience working with Service Providers National Partners and VARs with a proven understanding of a channel-centric GTM approach within the UK Benelux or DACH markets.
- Technical Leadership: Proven ability to lead and drive complex technical engagements and serve as a subject matter expert without direct people management responsibilities.
- Telephony & Protocol Knowledge: Experience with at least one Unified Communication protocol (e.g. SIP WebRTC RTP) and familiarity with Call/Message processing Proxies and Session Border Controllers.
- Applied AI Expertise: Hands-on experience or strong familiarity with modern Agentic AI technologies including the practical application of LLMs (e.g. OpenAI Google AWS) for Contact Center use cases.
- Communication: Excellent communication presentation and whiteboard session skills with an ability to clearly articulate complex technical ideas to highly skilled and experienced Partner audiences.
- Education: Bachelors degree in Engineering Computer Science MIS or an equivalent combination of education and years of relevant experience.
Desirable Background (Optional but highly beneficial)
- Previous experience working with UK National Channel Partners (e.g. EvolveIP ARO Softcat) and/or Service Provider Partners (e.g. BT Vodafone Gamma Communications) is a significant advantage.
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.
Required Experience:
Senior IC
Key Skills
- Business Development
- Presentation Skills
- Motivational Interviewing
- Employee Relations
- Growing Experience
- Crisis Intervention
- Go
- HR Sourcing
- Account Management
- Enterprise Sales
- Human Resources
- Workday
About Company
Talkdesk is the leader in Customer Experience Automation (CXA), using AI and real-time data to automate customer journeys, reduce costs, and improve outcomes.
