Senior Partner Solutions Engineer - Americas

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!

The Sr. Partner Solutions Engineer is a highly experienced technical lead responsible for driving the growth and technical enablement of our key partners (TSB/TSDs, National Partners, Value-Added Resellers (VARs), and System Integrators) across the United States, Canada and Latin Americas.

This senior individual contributor role reports directly to the Vice President, Partner Solution Engineering. You will act as the primary technical point of contact, supporting partners in establishing and scaling their Contact Center as a Service (CCaaS) and Customer Experience Automation (CXA) practices built around the Talkdesk platform. This role involves deep technical engagement, partner enablement, co-selling support, and providing technical thought leadership to ensure mutual partner and customer success across the assigned territories.

Key Responsibilities

Partner Enablement & Practice Development

• Lead Technical Enablement: Design and execute comprehensive enablement plans to educate partner Solutions Architects and Sales Engineers on the Talkdesk value proposition, product architecture, competitive differentiators, and roadmap.
• Partner Center of Excellence: Support the development of Partner Competency Centers by coaching on effective technical discovery, platform demonstrations, and proof-of-concept (POC) execution.
• Domain Expertise: Develop and maintain deep domain expertise in the regional Partner landscape, understanding their current go-to-market (GTM) strategy, areas of focus, and identifying new opportunities for expansion.

Co-Selling Support & Technical Leadership

• Agentic AI Focus: Provide technical expertise on Agentic AI solutions within the contact center, including prompt engineering, RAG implementations, tools integration, and guardrail best practices.
• Customer Engagement: Provide technical oversight, guidance, and direct assistance to Partner sales teams in understanding complex customer business and technical requirements, use cases, and solution design.
• Solution Demonstration: Lead advanced technical discussions, conduct compelling demonstrations of the Talkdesk platform, and articulate the ease of integration within an enterprise ecosystem.
• Ecosystem Integration: Develop a deep understanding of the enterprise ecosystem, including integration requirements with CRM (e.g., Salesforce, Microsoft Dynamics), WFM, Knowledge Management, and UCaaS vendors.

Strategic Contribution & Communication

• Voice of the Partner: Act as the critical communication channel to Talkdesk Product Management and Engineering teams, relaying Partner and customer needs, market trends, and product enhancement requests.
• Market Representation: Represent Talkdesk as a technical expert at regional Partner summits, technical events, webinars, and conferences.
• Travel: Ability to travel approximately 35-50% of the time across the US, and Canada as required.

Essential Skills & Experience

• Regional Experience: 12+ years of experience as a Partner Solutions Engineer or Pre-Sales Engineer in the CCaaS/CXA sector.
• Channel Background: Solid experience working with TSB/TSD, Service Providers, Regional Systems Integrators, National Partners, and VARs, with a proven understanding of a channel-centric GTM approach within the US markets.
• Technical Leadership: Proven ability to lead and drive complex technical engagements and serve as a subject matter expert without direct people management responsibilities.
• Telephony & Protocol Knowledge: Experience with at least one Unified Communication protocol (e.g., SIP, WebRTC, RTP) and familiarity with Call/Message processing Proxies and Session Border Controllers.
• Applied AI Expertise: Hands-on experience or strong familiarity with modern Agentic AI technologies, including the practical application of LLMs (e.g., OpenAI, Google, AWS) for Contact Center and Customer Experience Automation use cases.
• Communication: Excellent communication, presentation, and whiteboard session skills with an ability to clearly articulate complex technical ideas to highly skilled and experienced Partner audiences.
• Education: Bachelor's degree in Engineering, Computer Science, MIS, or an equivalent combination of education and years of relevant experience.

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.