Technical Lead / SME

Posted 16hrs ago

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Technical Lead integrating Talkdesk's platform with enterprise systems. Designing intelligent call routing and building custom integrations.

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.

Hands-on experience in 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.
Exp. of handling SA customers.
Talkdesk Certification (Admin or Architect)