Talkdesk SME

Talk desk Technical Lead / SME Long Term Contract Location: Remote Long Term Contract We need a Talk desk SME who can design IVR and routing flows, integrate Talk desk with enterprise systems (like Zendesk/JIRA) using APIs, and lead the end-to-end technical implementation. 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). • Strong 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 orientation, structured and well organized. • Excellent communication skills, analytical, problem-solving skills and handling escalations. • Very good interpersonal skills, team management and leadership skills. Nice to have exp/skills: • Exp. of handling SA customers. • Talkdesk Certification (Admin or Architect)