Talk desk Technical Lead / SME

Role: Talk desk Technical Lead / SME

Start date: Immediate

Duration: 6 to 12 months

Location: Anywhere in USA - Remote

Type: Subcon

We need a Talk desk SME who can design IVR and routing flows, integrate Talk desk with enterprise systems (like Zendesk/JIRA) using APIs, and lead the end-to-end technical implementation.

 Responsibilities:

• Manage the technical aspects of integrating Talkdesk platform with our enterprise systems. Map the business requirements into contact center architecture, design intelligent call routing, IVR, and omnichannel flows.
• Design and build custom integrations using Talkdesk REST APIs, webhooks, and Integration Builders.
• Configure and/or optimize intelligent routing, virtual agents, and agent-assistance tools to streamline customer journeys.
• Design and/or optimize Talkdesk flows, omnichannel routing, and call-data.
• Lead the deployment of advanced AI features of Talkdesk.
• Ensure customer data, contact logs, and interaction history are accurately mapped between Talkdesk and our enterprise systems (e.g. JIRA, ZenDesk, Policy Administration System)
• Troubleshoot API issues, latency, and call-routing failures
• Guide the team members and business stakeholders with the integration activities.
• Weekly initiatives status reporting, Dashboards, maintaining initiatives costs & profitability.
• Liaising with the vendor partners, understand their capabilities and propose suitable solutions for our problems.
• Manage all technical aspects of the deliverables.

 Mandatory exp/skills:

• Hands on exp. of designing and implementing technical solutions using Talkdesk CCaaS.
• Experience in integration of Talkdesk using the built-in and custom connectors (e.g. Zendesk).
• Strong understanding of REST APIs, JSON, OAuth/SAML, and iPaaS integration tools.
• Good understanding of the contact center fundamentals, SIP/VoIP, and skills-based routing rules
• Exp. in handling direct customer &/ product owner &/ partner - communication.
• Exp. in SCRUM set up, aware of the ceremonies.
• Strong process orientation, structured and well organized.
• Excellent communication skills, analytical, problem-solving skills and handling escalations.
• Very good interpersonal skills, team management and leadership skills.

 Nice to have exp/skills:

• Exp. of handling SA customers.
• Talkdesk Certification (Admin or Architect)