Software Engineer II

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 #8 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 team builds highly scalable secure and reliable enterprise-grade SaaS contact center applications with an AI-first mindset leveraging microservices architecture and AWS. Development follows a Build Test Deploy Maintain Own model enhanced by AI-assisted workflows copilots and agent-based delivery approaches.

The Talkdesk platform powers millions of real-time interactions across voice and digital channels on a scalable data platform enriched with NLP and AI capabilities to enable intelligent routing automation and actionable insights. The team actively leverages custom agent development and AI copilots to automate workflows accelerate development and improve operational efficiency. Talkdesk AppConnect enables seamless integrations with leading enterprise applications.

This Bengaluru-based IC role reports to an engineering leader and requires hands-on ownership in designing building and operating highly reliable feature-rich services end-to-end with a strong focus on leveraging AI tools agent-based systems and copilots to drive productivity and innovation.

Duties and Responsibilities:

• Design implement test and maintain SaaS services and features hosted on AWS ensuring timely delivery high quality and five 9s reliability standards leveraging AI tools and copilots on a daily basis to accelerate development and improve code quality.
• Maintain a growth mindset by continuously adopting emerging technologies and proactively automating repetitive processes.
• Work in a modern agile software engineering environment actively using AI-assisted workflows (e.g. copilots code generation test generation) across the dev/stage/prod lifecycle with strong automated testing and continuous deployment practices.
• Manage your work through the use of Github Jira and internal systems incorporating AI tools for task automation code insights and productivity improvements.
• Have end-to-end ownership of microservices applying agent-based delivery models and AI-assisted development practices while adhering to safe deployment and DevOps principles.
• Implement microservices with Security Reliability and Telemetry as first principles leveraging AI-driven insights to proactively identify risks and avoid technical debt.
• Implement automated unit API and functional tests in a CI/CD environment utilizing AI tools for test case generation coverage improvement and validation.
• Work closely with cross-functional teams (Product Principal Engineers SRE Platform) using AI-assisted analysis and collaboration tools to align on design and implementation.
• Actively participate in backlog grooming design discussions and code reviews leveraging AI for code analysis review assistance and design validation.
• Identify and prioritize technical debt using AI tools to surface inefficiencies suggest refactoring opportunities and improve maintainability.
• Own reliability for your services and participate in on-call rotation; use AI-assisted observability and incident analysis tools for faster triage and resolution of production issues applying learnings from RCAs.
• Continuously research and adopt emerging AI tools agent frameworks and engineering practices integrating them into daily workflows to improve team productivity.
• Ensure all engineering work complies with industry regulations and standards leveraging AI where appropriate for compliance checks and documentation.

Qualifications:

• Bachelors or Masters degree in Computer Science or a related field.
• 25 years of experience designing and building highly available scalable and secure SaaS applications using microservices architecture.
• Hands-on experience with AI development tools (e.g. GitHub Copilot Claude) with a strong inclination to use them daily; familiarity with agent-based delivery models and the ability to build and automate workflows using custom AI agents.
• Strong expertise in backend and distributed systems technologies including microservices AWS Java/Kotlin/Python/JavaScript Spring Boot APIs messaging systems caching CI/CD and observability/telemetry.
• Experience with real-time and streaming systems (e.g. Kafka Flink) and designing scalable data pipelines.
• Experience with cloud telephony and communications platforms (e.g. UCaaS CCaaS) including protocols such as SIP and integrations with CPaaS providers.
• Proficiency with one or more database technologies (e.g. PostgreSQL MySQL MongoDB).
• Hands-on experience with containerization and orchestration technologies (Docker Kubernetes).
• Strong experience in REST API design development and best practices.
• Experience with modern testing practices including automated unit integration and API testing within CI/CD pipelines.
• Commitment to writing clean secure maintainable and standards-compliant code leveraging AI tools to improve quality and productivity.
• Comfortable adopting new technologies AI tools and engineering practices with a continuous learning mindset.
• Experience working in geographically distributed teams with strong collaboration skills.
• Excellent written and verbal communication skills.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA) redefining how the worlds most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed building AI-first solutions that put empathy trust and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor Talkdeskers are empowered with the autonomy to drive meaningful impact while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards there has never been a more exciting time to join us as we shape the future of customer experience automation!

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.