Staff Forward Deployed 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!

About the Role

The Staff Forward Deployed Engineer (FDE) is a key technical authority and field leader at the heart of our AI strategy. Your mission is to translate the immense power of Talkdesk's Agentic AI platform into transformative, production-grade solutions for our largest and most complex enterprise customers.

You are a unique blend of a seasoned software architect, a strategic technical leader, and a hands-on builder. You set the technical standard for deployments, manage complex technical risk, and drive successful customer outcomes across multiple simultaneous projects. This role is for the experienced builder who excels in high-stakes, customer-facing environments and is passionate about defining the future of Customer Experience Automation.

Responsibilities

• Technical Strategy & Architecture: Act as the technical owner of large-scale deployments. Define the architectural blueprint for AI agent solutions, manage complex cross-system dependencies, and ensure designs meet stringent enterprise standards for security and scale.
• Advanced Hands-On Engineering: Write production-grade code and leverage Talkdesk and 3rd-party APIs/SDKs to design, build, test, and deploy AI agents. Lead the execution from prototype through to production deployment.
• Executive Technical Authority: Serve as the most senior technical voice for our AI solutions. Confidently address deep technical inquiries, manage technical risk, and build trust with customer CTOs, engineering VPs, and architects.
• Drive Product & Engineering Roadmap: Synthesize and codify deployment learnings into reusable solution patterns and tooling. Deliver high-signal feedback to core Product and Engineering teams to proactively influence the long-term strategic roadmap.
• Technical Mentorship & Standard Setting: Mentor and coach other FDEs and technical specialists on best practices for complex AI architecture, production quality, and client-facing technical delivery.

Who You Are

We are looking for an autonomous, results-driven technical leader who thrives at the intersection of breakthrough technology and measurable customer value.

Required Qualifications

• Minimum of 8+ years of progressive experience in software or solution engineering, with at least 2+ years focused on architecting and deploying AI/ML/Agentic solutions.
• Expertise in Agentic AI System Architecture: Proven experience leading the design and end-to-end implementation of complex multi-agent systems, encompassing sophisticated planning, memory, and tool-use frameworks.
• Expert proficiency in Javascript, Python, Typescript and other relevant languages with a focus on writing secure, scalable, and tested production code.
• Deep expertise in systems integration (APIs, webhooks, message queues) and data architecture to ensure secure, compliant, and performant data flow for the agent across complex customer environments.
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