Talkdesk

People Prime Worldwide

We are looking for an experienced Talkdesk Engineer to design, configure, integrate, and support Talkdesk Cloud Contact Center solutions. The role involves working with voice, IVR, routing, omnichannel engagement, CRM integrations, APIs, workflows, reporting, and automation. Talkdesk provides APIs, webhooks, SDKs, and integration capabilities for extending its contact-center platform.

Key Responsibilities

Configure and administer Talkdesk CX Cloud environments.

Design and implement IVR, ACD, call routing, queues, ring groups, skills, and business hours.

Configure inbound/outbound calling, call flows, campaigns, and agent configurations.

Implement omnichannel solutions across voice, SMS, chat, email, and digital channels.

Integrate Talkdesk with Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and other CRM applications.

Develop and maintain integrations using Talkdesk APIs, REST APIs, webhooks, and SDKs.

Configure automated workflows and business processes using Talkdesk integration capabilities.

Troubleshoot call routing, telephony, IVR, agent, integration, and application issues.

Configure call recording, quality management, reporting, dashboards, and analytics.

Monitor contact-center performance and resolve production issues.

Support user, agent, queue, role, permission, and configuration management.

Work with business and technical teams to gather requirements and translate them into Talkdesk solutions.

Perform system testing, UAT support, deployments, and post-production validation.

Maintain technical documentation, configuration guides, and support procedures.

Support platform upgrades, enhancements, and continuous improvement initiatives.