Talkdesk Technical Lead/SME

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.
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