Role: Talkdesk Technical Lead / SME

Expertise Level: Mid

Start date: Immediate

Duration: ongoing

Location: Anywhere in India (preferably Navi Mumbai / Pune). WFH as per the policy.

Type: Full Time or Subcon (Contract to hire within 6 months)

BU/Dept: Momentum Services

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)

Talkdesk Technical Lead/SME

Talkdesk Technical Lead/SME

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