Responsibilities:

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements
• Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions and relevant lines of questioning that may not have been prepared in advance of the conversation
• Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing
• Partner closely with Talkdesk's product, implementation and sales teams to identify issues, close gaps and continuously improve SOWs and the SOW process
• Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap
• Partner with sales, product, and engineering to help prioritize products and features based on client needs
• Effectively translate client requirements and program characteristics to internal stakeholders. Ensure the client's goals align with Talkdesk's product offering and implementation methodology.
• Help build out department methodology and tools to improve quality and efficiency
• Leverage strong technical acumen to identify process improvements and technical solutions

Requirements:

• 3–5 years of experience in Professional Services or Consulting, or 5+ years of IT project management experience in a SaaS environment
• Experience in CCaaS and UCaaS solutions
• Software implementation or coding experience is a plus
• Familiarity with creating and managing Web Services (REST/SOAP/WSDL)
• Strong consulting mindset with the ability to communicate technical concepts to stakeholders of varying backgrounds and skill levels
• Passion for problem-solving and a demonstrated ability to understand evolving technologies
• Excellent verbal and written communication skills, with strong attention to detail
• Mature demeanor, positive attitude, and ability to handle client interactions with discretion and professionalism
• Ability to work cross-functionally in a fast-paced environment
• Experience with Salesforce or other CRM systems is preferred
• Fluency in English is required; additional European languages are a plus

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's 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.