Principal Consultant - Customer Enablement

Talkdesk2; Denver (CO); On-site; USD 90,000 - 130,000; Full time

Job summary

Talkdesk2 is seeking a Principal Enablement Consultant to drive AI innovation and customer engagement. This role emphasizes leveraging Talkdesk AI to enhance customer experience and support internal and external stakeholders.

The ideal candidate will have 5+ years in customer experience and a deep understanding of AI and cloud contact center platforms. Competitive benefits and opportunities for professional growth are included.

Qualifications

• 5+ years in customer experience or related roles.
• demonstrated ability to analyze complex systems.
• Experience enabling adoption of SaaS solutions.

Responsibilities

• Develop deep expertise across the Talkdesk platform.
• Design and deliver product technical training.
• Provide expertise in integration patterns and best practices.
• Analyze existing product functionality for AI opportunities.
• Serve as a senior point of contact for inquiries.

Skills

Customer experience understanding

AI application knowledge

Strong analytical skills

Excellent communication skills

Problem-solving skills

Job description

Principal Enablement Consultant

Talkdesk® is a global AI-powered cloud contact center leader, committed to revolutionizing customer experiences through intelligent automation and innovative solutions.

About the Role

As a Principal Enablement Consultant, you will specialize in leveraging Talkdesk AI and broader platform capabilities to drive exceptional customer experiences and achieve strategic business outcomes. You will empower internal teams, customers and partners to maximize the value of Talkdesk, with a strong focus on how AI can enhance existing features and inform future innovation.

Key Responsibilities

• Talkdesk AI & Platform Mastery
  • Develop deep expertise across the Talkdesk platform, with a primary focus on Talkdesk AI and its integration with other features to optimize customer journeys and contact center efficiency.
• Strategic Enablement for AI & Platform Adoption
  • Design and deliver product technical training for internal teams and customers, emphasizing the synergistic power of Talkdesk AI and other platform features to achieve business objectives.
  • Collaborate closely with Product, Engineering, Sales, and Customer Success to align enablement strategies with product roadmaps and customer needs. Champion best practices for leveraging Talkdesk AI and the broader platform.
• Integration Architecture & Technical Enablement
  • Provide deep expertise in integration patterns and best practices across the Talkdesk platform, including APIs, webhooks, middleware, and custom JavaScript-based automation.
  • Develop and deliver enablement assets and technical guidance that empower internal teams, partners, and customers to successfully implement and maintain integrations following industry standards for security, reliability, and performance.
• AI-Driven CX Enhancement
  • Analyze existing Talkdesk product functionality and identify opportunities where AI can be strategically applied to improve customer experience, streamline workflows, and drive greater value.
  • Gather and synthesize customer and internal feedback on Talkdesk AI and platform usage, providing actionable insights to Product and Engineering teams to drive future AI innovation and product development.
• Expert Consultation & Problem Solving
  • Serve as a senior point of contact for complex inquiries related to Talkdesk AI and platform capabilities, providing expert guidance and solutions to internal teams and customers.

Qualifications & Experience

• 5+ years in customer experience, contact center technology, or related roles, with a strong understanding of AI applications and cloud contact center platforms.
• Demonstrated ability to analyze complex systems and identify opportunities for AI-driven improvements.
• Proven experience in enabling adoption of SaaS solutions, including AI-powered features, with a focus on achieving tangible business results.
• Excellent communication, presentation, and facilitation skills, with the ability to convey technical concepts and strategic recommendations effectively.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing enablement needs.
• Experience working directly with customers and internal stakeholders to gather feedback and drive product improvements.
• Ability to work cross-functionally, influence decision-making, and drive customer adoption initiatives.

Nice to Have

• Previous experience in product management, technical consulting, or solutions architecture within the contact center space.
• Familiarity with data analysis and its application to improving customer experience and AI effectiveness.
• Deep understanding of the Talkdesk product suite and its various features.
• Additional languages (English, French, Spanish, Portuguese) are a plus.

Why Join Talkdesk?

Be a key driver of AI innovation within a leading cloud contact center platform. Shape the future of customer experience by leveraging cutting‑edge technology. Collaborate with a high‑performing team in a dynamic and rewarding environment. Enjoy competitive benefits and significant opportunities for professional growth.

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.).

Equal Opportunity Employer

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.