We are looking for an experienced Talkdesk Technical Lead / SME to lead the design, implementation, integration, and optimization of enterprise Contact Center as a Service (CCaaS) solutions using Talkdesk. The ideal candidate will have extensive experience in Talkdesk architecture, Studio flow development, omnichannel routing, API integrations, AI-powered contact center capabilities, and enterprise digital transformation initiatives.

You will work closely with business stakeholders, solution architects, developers, infrastructure teams, and external vendors to deliver scalable, secure, and intelligent customer engagement solutions.

Key Responsibilities:

Solution Architecture & Design

- Design, architect, and implement enterprise-scale Talkdesk CCaaS solutions.
- Translate business and customer service requirements into scalable technical solutions.
- Design intelligent IVR, call routing, skills-based routing, omnichannel workflows, and customer journeys.
- Develop, configure, and optimize Talkdesk Studio routing flows.
- Ensure solutions follow Talkdesk best practices, scalability, security, and performance standards.

Integration & Development

- Design and develop integrations using Talkdesk REST APIs, Webhooks, Integration Builder, and custom connectors.
- Integrate Talkdesk with enterprise applications such as CRM, Zendesk, Jira, Salesforce, ServiceNow, Policy Administration Systems, and other business applications.
- Develop real-time API integrations for customer identification, routing, authentication, and data retrieval.
- Configure OAuth, SAML, SSO,



and identity management integrations.
- Troubleshoot API, middleware, and third-party integration issues.

AI & Automation

Implement and optimize Talkdesk AI solutions, including:

- Talkdesk Copilot
- Talkdesk Virtual Agent
- Talkdesk Agent Assist
- AI-powered routing and automation

Design AI-enabled customer service workflows that improve customer experience, self-service, and agent productivity.

Technical Leadership

- Lead technical delivery across multiple Talkdesk implementation projects.
- Provide architecture guidance, technical leadership, and mentoring to development teams.
- Conduct solution design reviews and recommend industry best practices.
- Troubleshoot production issues related to routing, integrations, APIs, latency, and system performance.
- Ensure high availability, reliability, and optimal platform performance.

Project Delivery & Stakeholder Management

- Participate in solution planning, effort estimation, implementation roadmaps, and project execution.
- Track project progress, risks, milestones, and technical deliverables.
- Collaborate with business users, vendors, implementation partners, and cross-functional teams.




- Ensure successful project delivery within scope, timeline, and quality standards.
- Support cloud migration and digital transformation initiatives involving enterprise contact center platforms.

Required Skills & Experience:

Experience:

- 812+ years of experience in enterprise application development, cloud solutions, or contact center technologies.
- 4+ years of hands-on experience implementing Talkdesk CCaaS solutions.
- Proven experience designing enterprise contact center architectures.
- Experience leading end-to-end Talkdesk implementation projects.

Technical Skills:

- Solid expertise in Talkdesk CCaaS
- Talkdesk Studio
- IVR Design & Development
- Omnichannel Routing
- Skills-Based Routing
- Digital Channels (Voice, Chat, Email, Messaging)
- Talkdesk REST APIs
- Integration Builder
- Webhooks
- JSON
- OAuth 2.0
- SAML / SSO
- API Integration
- Real-time Routing
- Contact Center Analytics

Good to Have:

- Experience with cloud contact center migration projects.
- Experience with enterprise customer support or customer experience platforms.
- Exposure to AWS, Azure, or GCP.
- Knowledge of enterprise integration patterns and middleware.
- Experience in Insurance, Banking, BFSI, Healthcare, Telecom, or Retail domains.
- Familiarity with CI/CD, DevOps, and Agile delivery methodologies.

Educational Qualification:

- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.

📌 Talkdesk Technical Lead / Subject Matter Expert (SME) (Mumbai)
🏢 VAS INFO SOLUTIONS PVT.LTD.
📍 Mumbai