Senior Solution Architect
As a Senior Solution Architect at Talkdesk, you will be responsible for designing and implementing complex software solutions that meet the needs of the organization and its customers. You will work closely with cross-functional teams to understand business requirements and develop solutions that align with organizational goals. Additionally, you will provide technical guidance and mentorship to junior architects and engineers.
Your key responsibilities will include leading scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements. You will engage with clients to architect solutions that best meet their needs, offering best practice recommendations and on-the-fly solution suggestions. Creating accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing will also be part of your role. You will partner closely with Talkdesk’s product, implementation, and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process. Additionally, you will gain a deep level of product knowledge and collaborate with product and engineering teams to identify product gaps and place new features and products on the roadmap. Effectively translating client requirements and program characteristics to internal stakeholders and helping build out department methodology and tools to improve quality and efficiency will be essential. Leveraging strong technical acumen to identify process improvements and technical solutions will also be a key aspect of your role.
To be considered for this position, you should have 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 is preferred. Software implementation or coding experience is a plus. Familiarity with creating and managing Web Services (REST/SOAP/WSDL) is also beneficial. A proven track record of managing and delivering IT projects for enterprise companies is essential. An engaging personality with a true consulting approach and the ability to communicate technical concepts to people of all backgrounds and skill levels is important. A passion for helping people solve problems and a proven ability to understand progressive technology are key. Excellent verbal and written communication skills and meticulous attention to detail are required. A mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients, are necessary. The ability to work cross-functionally in a fast-paced startup environment is essential. Salesforce and other CRM experience is preferred.
The compensation for this role includes an On-Target Earnings (OTE) pay range of $136,000 to $204,000. Based on level and role, the employee may be eligible for long-term incentives in the form of equity and short-term incentives such as bonuses or commissions. Health insurance benefits include medical, dental, vision, life, and disability insurance, as well as an Employee Assistance Program (EAP). Retirement benefits include a 401(k) plan. Paid time off is offered through an uncapped program for exempt employees and an accrual-based program for non-exempt employees, both subject to manager approval and consistent with business needs. Additionally, Talkdesk offers 14 paid holidays each year and paid sick leave, with exempt employees having uncapped paid time off and non-exempt sick leave following accrual standards, both subject to manager approval and consistent with business needs.
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. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us. Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
The work environment is primarily office-based, involving extended periods of sitting or standing and computer-based tasks. Limited lifting and equipment usage are required, primarily related to computer equipment such as keyboards and mice. The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work alongside, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.