Role: Talkdesk Technical Lead / SME

Expertise Level: Mid

Start date: Immediate

Duration: ongoing

Location: Anywhere in India (preferably Navi Mumbai / Pune). WFH as per the policy.

Type: Full Time or Subcon (Contract to hire within 6 months)

BU/Dept: Momentum Services

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.

Mandatory exp/skills:
- Hands on exp. of designing and implementing technical solutions using Talkdesk CCaaS.
- Experience in integration of Talkdesk using the built-in and custom connectors (e.g. Zendesk).
- Robust 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

📌 Talkdesk Technical Lead/SME (Hyderabad)
🏢 Zensar
📍 Hyderabad