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Cloud Solutions Architect

2 months ago

Austin, Texas, United States Talkdesk Full time

About Talkdesk: At Talkdesk, we are bold innovators dedicated to transforming the customer experience, enabling organizations worldwide to achieve the extraordinary. We promote an inclusive and diverse culture that reflects the communities we serve. Our commitment to giving back is evident through our volunteer efforts, support for non-profits, and our focus on reducing our environmental impact. Every day, countless employees, clients, and partners globally rely on Talkdesk to provide superior experiences.

Our Recognition: Talkdesk is acknowledged as a leader in cloud contact center solutions by prominent research firms, including Gartner and Forrester. With a total funding of $498 million and a valuation exceeding $10 billion, we are ranked #8 on the Forbes Cloud 100 list. This is an exciting time to join Talkdesk and contribute to our legacy of success as we embark on a new era of transformative growth.

Our Principles: At Talkdesk, we adhere to FAST, our core operating principles that define our organizational identity. These principles empower us to achieve the extraordinary:

  • Focus: Concentrate efforts on impactful business initiatives and collaborate thoughtfully.
  • Accountability: Take responsibility for commitments and outcomes, acknowledging both successes and failures.
  • Speed: Act with agility and urgency, making timely decisions that propel the organization forward.
  • Talkdesker: YOU.

Role Overview: The Cloud Solutions Architect serves as a customer-facing expert with extensive technical expertise, deep industry insights, and exceptional business acumen. This role supports sales teams in building trust in the Talkdesk platform's value propositions, aligning them with clients' digital transformation and cloud adoption strategies.

Key Responsibilities:

  • Engage with technical leaders at client organizations to establish credibility and trust by articulating the benefits of the Talkdesk CCaaS cloud architecture, including its redundancy, security, and integration capabilities.
  • Collaborate with Product and Engineering teams to document product architecture and integration points, providing education and updates to the solution engineering and sales teams.
  • Develop a comprehensive understanding of our products and work closely with product and engineering teams to identify gaps and prioritize features based on client needs.
  • Architect solutions that effectively meet client requirements, offering best practice recommendations and on-the-fly suggestions during client interactions.
  • Assist in the preparation of RFPs, technical responses, InfoSec questionnaires, and presentations for clients and partners.
  • Contribute to the development of departmental methodologies and tools to enhance quality and efficiency.
  • Utilize strong technical skills to identify process improvements and innovative solutions.

Qualifications:

  • 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 environment.
  • Experience with CCaaS and UCaaS solutions.
  • Familiarity with Contact Center Technologies, including Agent Routing, Work Force Optimization, IVR, CRM, SIP, WebRTC, and SBCs.
  • Understanding of Contact Center/Unified Communications vendor architectures such as Avaya and Cisco.
  • Ability to create high-level technical diagrams illustrating conceptual integrations.
  • Knowledge of Cloud Infrastructure as a Service (IaaS) including AWS, Azure, and GCP.
  • Experience across multiple technical domains, including cloud architectures, telecom protocols, AI/ML, integrations, and APIs.
  • Software implementation or coding experience is advantageous.
  • Familiarity with Web Services management is a plus.
  • Curiosity and passion for researching emerging technologies and developing innovative solutions.
  • Proven ability to present architectural concepts to technology leaders and partners.
  • Strong communication skills, both verbal and written, with meticulous attention to detail.
  • Ability to work collaboratively in a fast-paced startup environment.
  • Experience with Salesforce and other CRM platforms is preferred.

Work Environment: The role primarily involves office-based work, requiring extended periods of sitting or standing and computer-related tasks.

At Talkdesk, we are committed to fostering an inclusive environment that empowers all individuals, regardless of their background or identity. We believe that diversity and acceptance are essential to our mission of delivering innovative solutions.