Solutions Engineer - Enterprise - Mixed Industries

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. The Solutions Engineer will conduct research, carry out discovery conversations, and design presentations to align Talkdesk’s solutions with customer needs, while also managing pilots and incorporating customer feedback into product roadmaps.

Responsibilities:

• Conducts research to prepare for upcoming meetings with prospects to understand their business environment, market, customers, competitors and general business challenges
• Carries out discovery conversations with customers to understand their needs and requirements for a new solution
• Uncovers customer pains, learns about customer's objectives and potential needs, gathers metrics necessary for pricing and/or value discussions
• Listens to the customer to gather information that can be leveraged in upcoming presentations
• Uses their in-depth knowledge of Talkdesk solutions and capabilities to specify the appropriate solution(s) for customer needs and requirements
• The SE is continually learning about Talkdesk solutions to keep up with innovations and new releases of TD software
• Designs and delivers presentations to customers, on-site & virtual, showing Talkdesk’s capabilities, aligned to the customer's pains and needs that were uncovered during Discovery
• Generates simple value statements illustrating the financial value of a Talkdesk solution to customers
• Assists with scoping SOWs for customer implementations as needed
• Scopes, executes and manages customer pilots and POCs
• Respond to functional and technical RFI/RFP requirements and mapping said requirements to the software solution
• Work closely with product management and engineering teams to ensure that customer feedback is incorporated into product roadmaps
• Assists with marketing and demand generation events as necessary

Requirements:

• B.S. Computer Science, Software Engineering, MIS or equivalent work experience
• 5+ years as a Solutions Engineer in Software, VOIP/Telecommunications, contact centers, premise or cloud selling to Commercial or Enterprise customers
• Bilingual in French
• Ability to command the attention in a room by delivering compelling presentations and demonstrations
• Good problem solving skills, including the ability to meet a business requirement with a technical solution
• Ability to communicate complex technical concepts to both technical and non-technical audiences
• Excellent presentation and communication skills, including the ability to lead technical discussions and demonstrations with customers
• Knowledge of Customer Relationship Management Software, ITSM, Data Warehousing, Business Intelligence is a plus
• Knowledge of UCaaS, CCaaS software is a plus
• Knowledge in web / scripting technologies is a plus