Senior Solutions Engineer

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

The Senior Solutions Engineer (SSE) is responsible for all technical, solution, and competitive aspects of the Talkdesk sales cycle. SSE’s must be both sales focused and technically savvy. You will work closely with sales teams to lead technical discussions and demonstrations and ensure that solutions are aligned with customer requirements. 

Core Responsibilities:

• Conducts research to prepare for upcoming meetings with prospects to understand their business environment, market, customers, competitors and general business challenges
• Engaging customers to understand their needs, this role leverages business imperatives to drive Talkdesk initiatives, identifies customer pain points, objectives, and metrics for pricing/value, gathers information for presentations, and coordinates other teams as needed.
• Leverages in-depth knowledge of Talkdesk solutions to envision a future for customers with Talkdesk. 
• Leads customer presentations (on-site & virtual) demonstrating Talkdesk capabilities, aligned with customer needs identified during discovery.
• Develops compelling, financially-driven value statements and comprehensive business cases using internal tools. Partners with Strategy and Value advisors to create narratives highlighting desired business outcomes.
• Respond to functional and technical RFI/RFP requirements and mapping said requirements to the software solution. May coordinate multiple SEs involvement.
• Work closely with product management and engineering teams to ensure that customer feedback is incorporated into product roadmaps.
• Works with Account Executives and/or Sales Leaders to develop creative approaches for how to engage in the sales cycle, leveraging out-of-the-box thinking for customer events, engagements and workshops.
• Evangelizes TD solutions at industry events and conferences. Is a sought out speaker known to the marketplace.
• Mentor and provide technical guidance and expertise to the wider team.

Preferred Background:

• B.S. Computer Science, Software Engineering, MIS or equivalent work experience
• 4+ years as a Solutions Engineer in SaaS, VOIP/Telecommunications, contact centers, or cloud selling to Commercial or Enterprise customers
• Ability to deliver compelling presentations and demonstrations
• Outstanding problem solving skills, including the ability to meet a business requirement with a technical solution
• Ability to communicate complex technical concepts to both technical and non-technical audiences
• In-depth knowledge of Customer Relationship Management Software, ITSM, Data Warehousing, and Business Intelligence
• Knowledge of UCaaS, CCaaS software
• Relevant industry certifications (e.g., Salesforce Certified Technical Architect) preferred
• Knowledge in web / scripting technologies is a plus

Work Environment And Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk Story Hinges On Empathy And Acceptance. It Is The Shared Goal Among All Talkdeskers To Empower A New Kind Of Customer Hero Through Our Innovative Software Solution, And We Firmly Believe That The Best Path To Success For Our Mission Is Inclusivity, Diversity, And Genuine Acceptance. To That End, We Will Hire, Promote, Work Along, Cheer For, Bond With, And Warmly Welcome Into The Talkdesk Family All Persons Without Regard To Ethnic And Racial Identity, Indigenous Heritage, National Origin, Religion, Gender, Gender Identity, Gender Expression, Sexual Orientation, Age, Disability, Marital Status, Veteran Status, Genetic Information, Or Any Other Legally Protected Status.