Senior Solution Consultant
At Talkdesk, we’re building the future of brilliant customer interactions. We bring together cleverness, curiosity, and grit to create a team of customer heroes — thinkers, achievers, and dreamers who believe our world-class SaaS platform can transform the way businesses connect with their customers.
We’re looking for ambitious, driven, and collaborative individuals to join the Talkdesk family. If you thrive in a fast-paced environment, enjoy solving complex challenges, and are motivated by making a meaningful impact, we’d love for you to join us on our journey. If you’re a world-class Solution Consultant who is passionate about technology, customer success, and delivering exceptional outcomes, your next opportunity could be here at Talkdesk.
As a Senior Solution Consultant, you will play a critical hybrid role in leading customer deployments. You will act as both a trusted advisor and technical consultant to Talkdesk’s most valuable customers, serving as the bridge between customer stakeholders — both technical and business — and Talkdesk’s internal teams. You will ensure alignment on key business objectives, technical requirements, and project priorities while driving successful, high-quality deployments of the Talkdesk platform.
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 Customer’s organization
Lead project scoping, creating project plans, planning, and scheduling project activities. Integrate plans with customer’s project managers for the successful execution of Talkdesk's deployments
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
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:
Bachelor's degree in a technical field or significant professional experience in a technical role
3+ years of experience in Professional Services/Consulting roles or 3+ 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 other) 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
Travel requirement: up to 30%