Solutions Engineer
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 Solutions Engineer is an expert who understands customer-specific needs in order to provide business-driven consulting to prospects as well as existing customers. SE’s provide business-centric expertise that helps our Sales team establish market and deal-level visibility that resonates, clearly differentiating our solutions from the competition. This Solutions Engineer is regarded as an experienced operator/practitioner in the AI-powered CX space and is highly knowledgeable about the unique nuances of this industry. Solutions Engineers must be able to move between many key facets of the sales cycle from pre-sales engineering support to solution qualification and execution, to solution architecture and post-sale upsell. The Solutions Engineer is recognized as a credible thought leader, is confidently able to address C-level discussions, and able to help the seller effectively expand the revenue opportunities.
RESPONSIBILITIES:
- Understand customer-specific needs to provide business-driven consulting to prospective and existing customers.
- Provide business-centric expertise that helps our Sales team establish market and deal-level visibility that resonates with prospects and customers, clearly differentiating our solutions from the competition.
- Be regarded as an experienced operator/practitioner in the Contact Center space and is highly knowledgeable about the unique nuances of this industry.
- Solutions Engineers must be able to move between many key facets of the sales cycle from pre-sales engineering support to solution qualification and execution, to solution architecture and post-sale upsell.
- The Solutions Engineer is recognized as a credible thought leader, is confidently able to address C-level discussions, and able to help the seller effectively expand the revenue opportunities.
REQUIREMENTS:
- Deeply understands the dynamics of AI-powered CX market;
- Demonstrates an exceptional level of internal and external customer responsiveness
- Exhibits exceptional cross-team collaboration and internal customer support
- Provides excellent consulting, listening and communication skills, evidenced by the ability to establish influential relationships with diverse customers/prospects, including executive-level business owners
- Exhibits expert facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively (includes corporate/executive briefings)
- Possesses superior presentation skills, both virtual and live within a “tell show tell” format
- Has excellent written communication skills, demonstrates the ability to write with purpose and accuracy
- Is adept at critical thinking, problem solving and decision-making skills that balance thoughtful analysis with timely responsiveness
- Has self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance
- Exhibits strong teamwork skills and ability to act as a strategic partner to the client and account team
- Meets weekly with direct manager in order to review pending priorities, reflect on recent accomplishments and how to overcome challenges
- Travels to internal meetings and customer sites as warranted (travel estimate 20-50%)
CORE COMPETENCIES:
- 3+ years of Solutions Engineering experience in a related AI and/or SaaS field
- 2+ years of related industry experience
- Excellent interpersonal, communication, persuasion, presentation and writing skills
- Must be willing to work in a fast-paced startup environment
- Superior presentation skills
- Outstanding problem-solving skills, including the ability to meet a business requirement with a technical solution
- In-depth knowledge of Customer Service Software, Business Intelligence, Workforce Engagement Management, Artificial Intelligence
- Bachelor's Degree in a technical field; or equivalent 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.)