Senior Solution Consultant II

Job Summary:

As a Senior Solution Consultant II you will be responsible for leading the pre-sales process for complex software solutions. You will work closely with sales teams and customers to understand business requirements and develop solutions that align with organizational goals. You will also provide technical guidance and mentorship to junior consultants.

Duties and Responsibilities:

• Lead Talkdesk Strategic implementations with new and existing customers including project management 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. Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customers organization
• Lead project scoping creating project plans planning and scheduling project activities. Integrate plans with customers project managers for the successful execution of Talkdesks deployments
• Develop visual representation diagrams of the Customers end-client journey
• Implement solutions that include the creation of custom objects workflows validation rules approval processes triggers and email alerts within Talkdesks solution and/or 3rd party CRM systems
• Develop trust with customer executives leadership and other stakeholders to remove project roadblocks and ensure project success
• Work with customers to track work progress and create strategies for risk mitigation and contingency planning
• Leverage strong technical acumen to identify processes 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 a delivery approach and develop a proposal/SOW
  
  

Qualifications:

• Bachelors degree in a technical field or significant professional experience in a technical role
• 5 years of experience in Professional Services/Consulting roles or 5 years in IT Applications Development/Software Product Development or similar role in a fast-paced SaaS business
• Experience implementing or integrating with CRMs (Salesforce Zendesk and others) and/or Contact Center Solutions preferred
• Experience with SQL/SOQL and JavaScript a plus
• Experience with diagram flowchart software such as Visio Lucid Chart etc.
• Software implementation or coding experience is a plus
• 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 is highly valued
• Engaging personality polished verbal and written communication skills and meticulous attention to detail
• A passion for helping people solve problems and a 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
• Fluency in written and spoken English bilingual abilities a plus
• This role required to work in US shift time

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.