Senior Solution Consultant - HLS

Talkdesk, Inc.; United States; On-site; USD 123,000 - 205,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Paid Holidays

Paid Sick Leave

Job summary

Talkdesk, Inc. seeks a Senior Solutions Consultant - HLS to lead strategic CXA and CCaaS implementations for healthcare and life sciences clients.

You will be the primary technical resource on Epic integrations, HL7/FHIR workflows, and complex data exchange projects, ensuring secure, compliant deployments and customer success. You will mentor teams, collaborate with Product and Support, and help shape best practices and templates for scalable delivery in Talkdesk's Professional Services

Qualifications

• Bachelor's degree in a technical field or equivalent professional experience.
• 5+ years in Professional Services, Consulting, or IT/Software Development, focused on AI or automation in SaaS.
• 3+ years of hands-on Epic integration experience in healthcare systems.

Responsibilities

• Lead strategic implementations of CXA and CCaaS solutions for healthcare customers.
• Serve as the primary technical resource during projects for Epic integrations and data exchanges.
• Develop and troubleshoot HL7/FHIR workflows and data exchanges.
• Ensure integrations are secure, compliant, and reliable.
• Mentor PS and cross-functional teams to scale integration delivery.
• Provide guidance during implementation of Talkdesk CXA and CCaaS products.

Skills

Epic integration

Healthcare IT

EHR systems

AI automation

Consulting

English comms

Education

Bachelor's degree in a technical field

Tools

HL7

FHIR

Epic EHR

Job description

As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services (PS) organization, you will provide a white-glove experience and drive the implementation of cutting‑edge CXA and CCaaS solutions for healthcare and life sciences customers that align with strategic objectives and support excellence during implementation.

Primary Responsibilities

• Lead strategic implementations of CXA and CCaaS solutions with new and existing customers that meet customer use cases, leveraging industry knowledge, product expertise, and best practices.
• As a billable resource, you will serve as the primary technical resource for clients during projects, focused on the design, development, and deployment of integrations with major EHR/EMR systems, with an emphasis on Epic.
• Develop and troubleshoot complex workflows and data exchange processes (e.g., HL7, FHIR).
• Ensure integrations are secure, reliable, and aligned with industry and regulatory standards.
• Act as an internal Subject Matter Expert (SME) for Epic and other systems like EHRs (e.g. Cerner, Athenahealth)Develop reusable assets, best practice documentation, and knowledge base content to scale integration delivery.Mentor and train Professional Services and cross‑functional teams to enhance integration expertise across the organization.
• Provide guidance and hands‑on support to internal teams, external partners, and customers during the Implementation of Talkdesk CXA and CCaaS products, ensuring technical alignment and project success.
• Collaborate with internal teams (e.g., Product, Support) to address feature requests, resolve issues, and deliver updates that align with customer needs.
• Contribute to the ongoing development of CXA specific templates, playbooks, and best practices to streamline deployment and ensure consistent implementation quality.
• Act as a trusted advisor to stakeholders, building relationships with executives and providing long‑term guidance on CXA strategy and success.

Preferred Background

• Bachelor's degree in a technical field or significant professional experience in a technical role
• 5+ years in Professional Services, Consulting, or IT/Software Development, with a focus on AI or automation solutions in a SaaS environment
• 3+ years of hands‑on Epic integration experience within healthcare systems (required)
• Experience working with or integrating Electronic Health Record (EHR) systems (e.g., Cerner, Allscripts, eClinicalWorks, Athenahealth) a plus.
• Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines).
• Strong understanding of AI‑driven automation use cases.
• Experience working with cross‑functional teams in pre‑sales, implementation, and/or customer success contexts.
• Excellent communication and stakeholder management skills, including executive presence.
• Strong problem‑solving skills and a proactive, outcome‑driven mindset.
• 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
• Highly organized self‑starter that seeks challenging opportunities.
• Ability to work cross‑functionally in a fast‑paced environment.
• Fluency in written and spoken English.

Nice‑to‑haves

• Fluency in written and spoken Portuguese, Spanish, French, German.
• Basic knowledge of building or optimizing conversational agents, chatbots, or virtual assistants.
• Familiarity with CRM systems (Salesforce, Zendesk and other) and/or Contact Center Solutions.
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.

Pay Range (OTE Pay)

Pay Range (OTE Pay): $123,000 - $205,000

Other Types of Pay

Other Types of Pay:Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance

Health Insurance:Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Paid Time Off

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual‑based program for non‑exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave

Paid Sick Leave: Exempt employees have uncapped paid time off and non‑exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

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.