Talkdesk Technical Lead/SME
Zensar Technologies (company site, opens in a new tab)HyderabadOn-siteDirect career pageEst. 10–18 LPA
Posted on 20 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own the design and implementation of technical solutions integrating Talkdesk CCaaS with enterprise systems, mapping business requirements into contact center architecture and omnichannel routing.
- Lead the deployment and optimization of Talkdesk features including intelligent routing, IVR, virtual agents, custom API integrations, and AI tools.
- Manage technical deliverables, troubleshoot API and call routing issues, coordinate with vendor partners, and drive status reporting and profitability tracking.
Minimum Requirements
- Hands-on experience designing and implementing Talkdesk CCaaS technical solutions with integrations (e.g., Zendesk).
- Strong knowledge of REST APIs, JSON, OAuth/SAML, iPaaS tools, plus contact center fundamentals including SIP/VoIP and skills-based routing.
- Experience handling direct communication with customers, product owners, or partners, and familiarity with SCRUM setup and ceremonies.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in leading technical integration projects within contact center environments using Talkdesk CCaaS and related APIs.
- Process-oriented with structured approach and strong team management and leadership capabilities.
- Comfortable working in agile/scrum setups and managing stakeholder communications including vendor liaising and escalation handling.