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About the role
Role & 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 Preferred candidate profile 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. Deep hands-on experience designing and optimizing, multi-channel Talkdesk Studio routing flows, interactive voice response (IVR) menus, and skills-based routing rules. Proven capability in building real-time API lookups within call flows to dynamically route interactions based on external data. Experience configuring and deploying advanced Talkdesk AI features, including Talkdesk Copilot, Virtual Agent, and Agent Assist tools to streamline customer journeys and support frontline teams Strong understanding of and proven track record of mapping business requirements into robust contact center architectures, utilizing Talkdesk REST APIs, webhooks, JSON, OAuth/SAML.
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