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

3-5 years of experience in Professional Services or Consulting, or 5 years of IT project management experience in a SaaS business
Experience with CX, CCaaS, and/or UCaaS solutions
Software implementation or coding experience is a plus
Familiar with creating and managing Web Services (REST/SOAP/WSDL).
A proven track record of managing and delivering IT projects for enterprise companies
Engaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels
A passion for helping people solve problems and a proven ability to understand progressive technology
Excellent verbal and written communication skills and meticulous attention to detail
Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients
Ability to work cross-functionally in a fast-paced startup environment
Salesforce and other CRM experience preferred

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
401(k) plan
Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
Talkdesk offers 14 paid holidays each year.
Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Senior Solution Architect

Key skills