Senior Consultant, TalkDesk

Job Description

Position Title

Senior Consultant, TalkDesk

TTEC Digital is looking for enthusiastic TalkDesk consultants and custom developed Cloud solutions.  As a TalkDesk consultant, you will function as an active member of the delivery team in the following phases of a project’s lifecycle: Design, Build, Deploy, Accept, web and windows services, API’s and applications that integrate with our customers back-end CRM systems, databases, and external 3rd party API’s.

·       Act as the primary point of contact for clients, managing end-to-end communication and solution delivery. 

Ensuring the requirements are met according to the team’s and practice area’s standards and best practices.

·       Design, develop, and maintain call flows within TalkDesk Studio. 

·       Configure and support digital channel (e.g., chat, SMS, email) within TalkDesk. 

·       Integrate external systems using TalkDesk’ s Connections and APIs 

·       Collaborate with internal teams and clients to leverage TalkDesk’ s AI products such as: 

Co-Pilot 

Interaction Analytics 

Autopilot 

CX Sensors 

·       Provide insights and support around Workforce Management (WFM) and Quality Management (QM) tools (bonus). 

·       Ensure the solutions are aligned with the client’s goals and industry best practices. 

· Communicate with project manager/client to identify application requirements.

· Ensures applications meet the standards and requirements of both the client and project manager.

· Conducts tests of the application for functionality, reliability, and stabilization.

· Deploys/implements the application to the client.

· Maintains and supports existing applications by fixing problems, addressing issues, and determining the need for enhancements.

· Flexibility to work with North America based clients time zone.

· Demonstrates concern for meeting client needs in a manner that provides satisfaction and excellent results for the client, leading to additional opportunities within the client account.

· Performs all tasks within the budget and on time while meeting all necessary project requirements. Communicates regularly if budget and/or scope changes.

· Demonstrate professionalism and leadership in representing the Company to customers and vendors.

· Update customer to reflect changes in system configuration as needed.

· Ability to multi-task is imperative.

·       Participate in interviewing candidates and making hiring recommendations.

·       Accurately forecast utilization and consulting revenue.

·       Establishing and executing ongoing personnel technical training and growth plans

Sr. No.

Skill (Technical skills, Process/methodology/Role skills)

Expertise (Primary/Desired)

1 TalkDesk expertise Primary

2 TalkDesk Admin Primary

3 TalkDesk Studio Primary

4 TalkDesk Workforce Management Desired

5 TalkDesk Quality Management Desired

6 TalkDesk Connections (API) and Integrations Desired

7 TalkDesk AI and Knowledge Management Desired

·       Bachelor’s degree in computer science, business, or related area

·       4+ years of relevant experience and proven ability as a software developer.

·       Deep understanding of application architecture.

·       Deep expertise and familiarity with the TalkDesk studio platform.

Optimistic, self-motivated, energetic approach to work habits, management techniques, and communications.

·       Leads by example.

At TTEC Digital everything we do, every day, helps our clients fuel exceptional experiences for their customers. Together, we help our clients develop strategic customer experience design, integrate powerful data, and orchestrate industry-leading technology.

We coach our clients to ensure their employees feel valued, happy and rested - because delivering amazing customer experiences is ultimately an employee-first process. The same is true here, it is the people across our TTEC Digital teams that fuel truly exceptional experiences.