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Enterprise Architect

3 months ago

Austin, United States Talkdesk Full time

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 #8 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

An Enterprise Architect is a customer-facing enterprise-wide expert with broad technical skills, deep industry knowledge, and unparalleled business acumen. The Enterprise Architect supports sales teams in developing trust in the Talkdesk platform's value propositions that align with our customers’ business strategies on digital transformation and cloud adoption. 

The Enterprise Architect is a subject matter expert in one or more categories that may include: cloud computing, integrations, security, telecom protocols, and Disater Recovery/Business Continuity. Enterprise Architects are expected to have strong sales skills and use proven consultative approaches to engage with customers and help to define their transformation journey along with steps to get there.

While collaborating with customers, partners, and the wider Talkdesk sales team, the right candidate will document and communicate high-level architectures and intergrations that are both written and verbal, to audiences up to and including the CIO/CTO level. We act as technical leaders for our customer's most complex solutions, designed to ensure that they can realize the value they need.

Responsibilities:

  • As part of our pre-sales organization the Enterprise Architect is focused on building credibility and trust with the technical leaders at our customers by articulating the advantages of the Talkdesk CCaaS cloud architecture including the redundancy, security and integration capabilities of the platform. 
  • Work with Product and Engineering teams to document product architecture and integration points. The Enterprise Architect will educate and update the solution engineering team and sales teams on these topics.
  • Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap.
  • Partner with sales, product, and engineering to help prioritize products and features based on client needs.
  • Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions and relevant lines of questioning that may not have been prepared in advance of the conversation.
  • Collaborate with the Solution Engineering team and sales teams on RFPs, written technical responses, InfoSec questionnaires as well as the creation and delivery of presentations for our customers and partners.
  • Help build out department methodology and tools to improve quality and efficiency.
  • Leverage strong technical acumen to identify process improvements and technical solutions.

Requirements:

  • 3-5 years of experience in Professional Services or Consulting, or 5 years of IT project management experience in an SME/Enterprise Voice or SaaS business.
  • Experience in CCaaS and UCaaS solutions.
  • Familiarization with Contact Center Technologies and concepts including Agent Routing (Skills and Attributes), Work Force Optimization (WFO), IVR (Workflows), Customer Relationship Management (CRM), SIP, WebRTC, sRTP (VoIP) and SBCs.
  • Familiarization with Contact Center / Unified Communications vendor architecture such as Avaya and Cisco.
  • Ability to produce high-level technical Contact Center diagrams showing conceptual integrations such as PSTN, SBCs, Cloud Infrastructure, Orchestration and Enterprise Integrations.
  • Awareness of and ability to articulate Cloud Infrastructure as a Service (IaaS) including AWS, Azure and GCP.
  • Experience and understanding of multiple technical domains - cloud architectures, telecom protocols such as SIP, AI/ML, integrations and APIs, analytics, etc.
  • Software implementation or coding experience is a plus (JavaScript, HTML, JSON, APIs etc). 
  • Familiar with creating and managing Web Services (REST/SOAP/WSDL) is a plus.
  • Intrinsically curious and passionate about researching the current and emerging technologies and developing innovative solutions.
  • Experience presenting architecture concepts, designs, and goals to technology leaders and partners.
  • Engaging personality and possesses a true consulting approach with the  ability to communicate complex concepts to technical and non-technical audiences.
  • A passion for helping people solve problems and proven ability to understand progressive technology.
  • Excellent verbal and written communication skills and meticulous attention to detail.
  • Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients.
  • Ability to work cross-functionally in a fast-paced startup environment.
  • Salesforce and other CRM experience preferred.

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.