Senior Solution Consultant

TalkDesk; Lisboa; Híbrido; EUR 55 000 - 85 000; Tempo integral

Resumo da oferta

Talkdesk is seeking a Senior Solution Consultant to drive hybrid customer deployments, acting as a trusted advisor and technical consultant for top clients. You will ensure alignment on objectives, requirements, and priorities while delivering high-quality Talkdesk implementations.

You will collaborate across Product, Support, and Sales, shaping delivery approaches and adopting best practices in a fast-paced SaaS environment. English fluency and willingness to travel up to 30% are required.

Qualificações

• Bachelor's degree in a technical field or significant professional experience in a technical role.
• 3+ years of experience in Professional Services/Consulting roles or 3+ years in IT Applications Development/Software Product Development in a fast-paced SaaS business.
• Experience implementing or integrating with CRMs (Salesforce, Zendesk, and others) and/or Contact Center Solutions preferred.
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
• Software implementation or coding experience is a plus.
• Familiar with creating and managing Web Services (REST APIs).
• A true consultative approach and ability to communicate technical concepts to diverse audiences.
• Mature demeanor and client management experience highly valued.
• Engaging personality with strong verbal and written communication skills.

Responsabilidades

• Lead Talkdesk Strategic implementations with new and existing customers, including project management, requirements gathering, and training.
• Understand customer objectives, document user stories, and establish Talkdesk as the best solution.
• Lead project scoping and planning, coordinating with customer project managers for successful deployments.
• Develop visual representations of the customer journey and map end-to-end workflows.
• Implement solutions including custom objects, workflows, and triggers in Talkdesk or third-party CRMs.
• Build trust with executives to remove roadblocks and ensure project success.
• Monitor progress, mitigate risks, and plan contingencies with customers.
• Produce technical documentation and solutions that adapt to dynamic requirements.
• Collaborate with Product and Support to ensure timely feature delivery and issue resolution.
• Participate in sales cycles to gather requirements and shape delivery proposals/SOW.

Conhecimentos

Solution consulting

CRM integration

Rest APIs

Consultative communication

Client management

Communication skills

Team collaboration

Travel willingness

Formação académica

Bachelors in technical field or equivalent

Ferramentas

Visio

Lucidchart

Descrição da oferta de emprego

At Talkdesk, we're building the future of brilliant customer interactions. We bring together cleverness, curiosity, and grit to create a team of customer heroes - thinkers, achievers, and dreamers who believe our world-class SaaS platform can transform the way businesses connect with their customers.

We're looking for ambitious, driven, and collaborative individuals to join the Talkdesk family. If you thrive in a fast-paced environment, enjoy solving complex challenges, and are motivated by making a meaningful impact, we'd love for you to join us on our journey. If you're a world-class Solution Consultant who is passionate about technology, customer success, and delivering exceptional outcomes, your next opportunity could be here at Talkdesk.

As a Senior Solution Consultant, you will play a critical hybrid role in leading customer deployments. You will act as both a trusted advisor and technical consultant to Talkdesk's most valuable customers, serving as the bridge between customer stakeholders - both technical and business - and Talkdesk's internal teams. You will ensure alignment on key business objectives, technical requirements, and project priorities while driving successful, high-quality deployments of the Talkdesk platform.

Duties and Responsibilities

• Lead Talkdesk Strategic implementations with new and existing customers including project management, gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training
• Understand customer business objectives, consult with industry best practices, & document user stories. Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customer's organization
• Lead project scoping, creating project plans, planning, and scheduling project activities. Integrate plans with customer's project managers for the successful execution of Talkdesk's deployments
• Develop visual representation diagrams of the Customer's end-client journey
• Implement solutions that include the creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts within Talkdesk's solution and/or 3rd party CRM systems
• Develop trust with customer executives, leadership, and other stakeholders to remove project roadblocks and ensure project success
• Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
• Leverage strong technical acumen to identify processes and technical solutions dynamically to expected and unexpected situations. Able to produce technical documentation
• Partner with internal teams such as Product, Support, etc. to assure timely delivery of feature requests, bug fixes, and support requests
• Participate in the sales cycle as necessary to gather requirements, formulate a delivery approach and develop a proposal/SOW

Qualifications

• Bachelor's degree in a technical field or significant professional experience in a technical role
• 3+ years of experience in Professional Services/Consulting roles or 3+ years in IT Applications Development/Software Product Development or similar role in a fast-paced SaaS business
• Experience implementing or integrating with CRMs (Salesforce, Zendesk, and other) and/or Contact Center Solutions preferred
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
• Software implementation or coding experience is a plus
• Familiar with creating and managing Web Services (REST APIs/).
• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience is highly valued
• Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
• A passion for helping people solve problems and a proven ability to understand and learn technological concepts
• Highly organized self-starter that seeks challenging opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Fluency in written and spoken English, bilingual abilities a plus
• Travel requirement: up to 30%

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

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.

At Talkdesk, we are an AI-first organization. We use artificial intelligence (AI) tools, including the interview intelligence platform BrightHire, to support a fair and consistent evaluation of candidates.

These tools assist our team in reviewing applications, analyzing interview content, and assessing role-related skills. Specifically, BrightHire helps us record and transcribe interviews so our interviewers can focus entirely on the conversation and ensure an objective review of every candidate. All decisions during the hiring process are made by the responsible hiring team.

Where AI tools involve the recording or summarizing of interview content, your consent will be requested before the recording would start. You may reject or withdraw your consent at any time without impact on your candidacy.