Talkdesk Technical Lead/SME

Job description

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)