Talkdesk Technical Lead/SME

Mandatory exp/skills:

• Hands on exp. of designing and implementing technical solutions using Talkdesk CCaaS.
• Experience in integration of Talkdesk using the built-in and custom connectors (e.g. Zendesk).
• Strong understanding of REST APIs, JSON, OAuth/SAML, and iPaaS integration tools.
• Good understanding of the contact center fundamentals, SIP/VoIP, and skills-based routing rules
• Exp. in handling direct customer &/ product owner &/ partner - communication.
• Exp. in SCRUM set up, aware of the ceremonies.
• Strong process orientation, structured and well organized.
• Excellent communication skills, analytical, problem-solving skills and handling escalations.
• Very good interpersonal skills, team management and leadership skills.

Nice to have exp/skills:

• Exp. of handling SA customers.
• Talkdesk Certification (Admin or Architect)

At Zensar, we're "experience-led everything". We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

Mandatory exp/skills:

• Hands on exp. of designing and implementing technical solutions using Talkdesk CCaaS.
• Experience in integration of Talkdesk using the built-in and custom connectors (e.g. Zendesk).
• Strong understanding of REST APIs, JSON, OAuth/SAML, and iPaaS integration tools.
• Good understanding of the contact center fundamentals, SIP/VoIP, and skills-based routing rules
• Exp. in handling direct customer &/ product owner &/ partner - communication.
• Exp. in SCRUM set up, aware of the ceremonies.
• Strong process orientation, structured and well organized.
• Excellent communication skills, analytical, problem-solving skills and handling escalations.
• Very good interpersonal skills, team management and leadership skills.

Nice to have exp/skills:

• Exp. of handling SA customers.
• Talkdesk Certification (Admin or Architect)

Responsibilities:

• Manage the technical aspects of integrating Talkdesk platform with our enterprise systems. Map the business requirements into contact center architecture, design intelligent call routing, IVR, and omnichannel flows.
• Design and build custom integrations using Talkdesk REST APIs, webhooks, and Integration Builders.
• Configure and/or optimize intelligent routing, virtual agents, and agent-assistance tools to streamline customer journeys.
• Design and/or optimize Talkdesk flows, omnichannel routing, and call-data.
• Lead the deployment of advanced AI features of Talkdesk.
• Ensure customer data, contact logs, and interaction history are accurately mapped between Talkdesk and our enterprise systems (e.g. JIRA, ZenDesk, Policy Administration System)
• Troubleshoot API issues, latency, and call-routing failures
• Guide the team members and business stakeholders with the integration activities.
• Weekly initiatives status reporting, Dashboards, maintaining initiatives costs & profitability.
• Liaising with the vendor partners, understand their capabilities and propose suitable solutions for our problems.
• Manage all technical aspects of the deliverables.