Job Description

Position TitleSenior Consultant, TalkDeskPosition PurposeTTEC Digital is looking for enthusiastic TalkDesk consultants and custom developed Cloud solutions. As a TalkDesk consultant, you will function as an active member of the delivery team in the following phases of a project's lifecycle: Design, Build, Deploy, Accept, web and windows services, API's and applications that integrate with our customers back-end CRM systems, databases, and external 3rd party API's.Key Accountabilitiesxc2xb7 Act as the primary point of contact for clients, managing end-to-end communication and solution delivery.Ensuring the requirements are met according to the team's and practice area's standards and best practices.xc2xb7 Design, develop, and maintain call flows within TalkDesk Studio.xc2xb7 Configure and support digital channel (e.g., chat, SMS, email) within TalkDesk.xc2xb7 Integrate external systems using TalkDesk' s Connections and APIsxc2xb7 Collaborate with internal teams and clients to leverage TalkDesk' s AI products such as:Co-PilotInteraction AnalyticsAutopilotCX Sensorsxc2xb7 Provide insights and support around Workforce Management (WFM) and Quality Management (QM) tools (bonus).xc2xb7 Ensure the solutions are aligned with the client's goals and industry best practices.xc2xb7 Communicate with project manager/client to identify application requirements.xc2xb7 Ensures applications meet the standards and requirements of both the client and project manager.xc2xb7 Conducts tests of the application for functionality, reliability, and stabilization.xc2xb7 Deploys/implements the application to the client.xc2xb7 Maintains and supports existing applications by fixing problems, addressing issues, and determining the need for enhancements.xc2xb7 Flexibility to work with North America based clients time zone.xc2xb7 Demonstrates concern for meeting client needs in a manner that provides satisfaction and excellent results for the client, leading to additional opportunities within the client account.xc2xb7 Performs all tasks within the budget and on time while meeting all necessary project requirements. Communicates regularly if budget and/or scope changes.xc2xb7 Demonstrate professionalism and leadership in representing the Company to customers and vendors.xc2xb7 Update customer to reflect changes in system configuration as needed.xc2xb7 Ability to multi-task is imperative.xc2xb7 Participate in interviewing candidates and making hiring recommendations.xc2xb7 Accurately forecast utilization and consulting revenue.xc2xb7 Establishing and executing ongoing personnel technical training and growth plansCompetenciesxc2xb7 Personal: Strong interpersonal skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with difficult situations, ability to prioritize.xc2xb7 Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a positive attitude. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignmentsxc2xb7 Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more difficult situations, both from a technical and customer service perspective.xc2xb7 Technical: Ability to understand and communicate technical concepts; proficient with Microsoft Visio, and Office products.Skills:Sr. No.Skill (Technical skills, Process/methodology/Role skills)Expertise (Primary/Desired)1 TalkDesk expertise Primary2 TalkDesk Admin Primary3 TalkDesk Studio Primary4 TalkDesk Workforce Management Desired5 TalkDesk Quality Management Desired6 TalkDesk Connections (API) and Integrations Desired7 TalkDesk AI and Knowledge Management DesiredEducation, Experience and Certificationxc2xb7 Bachelor's degree in computer science, business, or related areaxc2xb7 4+ years of relevant experience and proven ability as a software developer.xc2xb7 Deep understanding of application architecture.xc2xb7 Deep expertise and familiarity with the TalkDesk studio platform.Optimistic, self-motivated, energetic approach to work habits, management techniques, and communications.xc2xb7 Leads by example.Organizational DescriptionAt TTEC Digital everything we do, every day, helps our clients fuel exceptional experiences for their customers. Together, we help our clients develop strategic customer experience design, integrate powerful data, and orchestrate industry-leading technology.We coach our clients to ensure their employees feel valued, happy and rested - because delivering amazing customer experiences is ultimately an employee-first process. The same is true here, it is the people across our TTEC Digital teams that fuel truly exceptional experiences.

TTEC Digital