Principal Consultant - Customer Enablement

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!

Duties and Responsibilities:

• Ensure Talkdesk Professional Service teams are enabled to deliver exceptional implementations. Build a depth of knowledge in critical product & industry areas.
• Support our product team in designing, developing, & delivering new products & features
• Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps and continuously improve Talkdesk products and deployment of products
• Lead discussions with sales, product, and engineering to help prioritize products and features within our product roadmaps, based on client needs
• Act as a Liaison between customers, internal services teams and product/engineering to to translate product functionality needs and requirements
• Engage with global, enterprise clients in partnership with Talkdesk Solution Engineers and Architects to consult, design, and architect solutions that best meet Client needs including best practice recommendations, on-the-fly solution suggestions and relevant lines of questioning that may not have been prepared in advance of the conversation
• Effectively translate client requirements and program characteristics to internal stakeholders. Ensure the client’s goals align with Talkdesk’s product offering and implementation methodology.
• Assist in the creation of accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing.
• 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 
• Assess company-wide developmental needs to drive training initiatives 
• Create training material and programs that quickly transfer new and existing product knowledge to customers & employees
• Maintain current industry knowledge; work toward industry certifications (where applicable)
• Drive internal communication processes for product and/or feature releases for specified products 
• Lead knowledge transfer sessions, as appropriate, for internal and implementation partner resources
• Work with the technical writing team to improve product documentation
• Act as a mentor to other members of the team enabling them to grow within the organization
• Work to improve operations, streamline work processes, and introduce innovation
• Leverage strong technical acumen to identify process improvements, technical solutions, and develop best practices and reusable tools
• Routinely report department activities and achievements
• Track time and resources at a project, training and engagement level to help long-term resource forecasting

Qualifications:

• Bachelor's degree in a technical field or significant professional experience in a technical role 
• 8+ years of experience in Digital Customer Engagement Consulting and/or Outbound Dialer Consulting, Contact Center (voice and digital channels), & Professional Services in a fast-paced SaaS business.  
• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• Experience in a hyper-growth, global organization preferred
• Excellent verbal and written communication skills
• Strong presentation skills, organization skills, and commitment to meeting deadlines
• Adept with a variety of multimedia training platforms and methods
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience highly valued
• Engagi