Talkdesk Solution Architect / Lead:

The Talkdesk Solution Architect / Lead will establish and lead Hurix's Talkdesk implementation and integration capability.

The role will own end-to-end solution architecture, product configuration strategy, enterprise integrations, technical governance, and delivery quality for Talkdesk CX Cloud programs. The incumbent will translate contact-centre business needs into secure, resilient, supportable, and scalable solutions across voice, IVR, digital channels, routing, campaigns, workforce and quality management, analytics, and AI-enabled automation.

This is a hands-on, client-facing leadership role that works closely with pre-sales, business analysis, Talkdesk administration, integration engineering, QA, project management, security, DevOps, and change-management teams.

KEY RESPONSIBILITIES:

1. Solution Architecture and Discovery:

- Lead discovery workshops, current-state assessments, requirement clarification, and target-state solution design for enterprise contact-centre transformation programs.

- Define end-to-end architectures covering voice, IVR, automatic call distribution, skills-based routing, queues, campaigns, digital channels, recording, workforce management, quality management, analytics, and AI capabilities.

- Produce and maintain solution blueprints, high-level and low-level designs, interface specifications, non-functional requirements, decision logs, migration plans, and deployment roadmaps.

- Evaluate design options and recommend solutions that balance customer experience, operability, scalability, availability, security, cost, and implementation complexity.

2. Talkdesk Configuration and Telephony Design:

- Own the Talkdesk CX Cloud configuration strategy and provide design oversight for Talkdesk Studio flows, users, roles, permissions, numbers, queues, routing profiles, schedules, campaigns, dashboards, workspaces, and platform settings.

- Establish reusable configuration standards, naming conventions, release controls, rollback approaches, and environment-management practices.

- Guide telephony design across SIP, PSTN, DID numbers, number provisioning and porting, carrier coordination, call routing, business continuity, and failover.

- Review complex call flows and configuration changes to ensure they meet functional, operational, and governance requirements.

3. Enterprise Integrations and Data Flows:

- Design secure integrations using REST APIs, OAuth 2.0, JSON, webhooks, and platform-supported connectors.

- Lead integration architecture for CRM and enterprise platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, and industry-specific systems.

- Define authentication, authorization, SSO, data mapping, event handling, retry logic, logging, monitoring, exception handling, and reconciliation requirements.

- Provide technical direction to integration engineers and collaborate with Node.js, Python, data, analytics, and AI teams where custom services or extensions are required.

4. Security, Compliance, and Technical Governance:

- Act as the design authority for Talkdesk engagements and chair architecture reviews, technical checkpoints, and design approvals.

- Define and enforce technical standards for security, privacy, access control, data handling, recording, retention, auditability, monitoring, and operational support.

- Ensure solutions align with applicable regulatory and industry requirements, including PCI DSS, HIPAA, GDPR, and client-specific controls.

- Identify architecture risks, dependencies, constraints, and deviations early; drive mitigation plans and maintain technical governance throughout delivery.

5. Testing, Deployment, and Managed Support:

- Define the technical test strategy for voice flows, APIs, integrations, routing, failover, security, performance, regression, and user acceptance testing.

- Lead solution-readiness reviews, cutover planning, number migration, production deployment, hypercare, and transition to support.

- Support incident triage, root-cause analysis, problem management, configuration remediation, and post-production optimization.

- Ensure operational handover includes runbooks, monitoring, support procedures, service levels, dashboards, and knowledge-transfer materials.

6. Client, Pre-sales, and Delivery Leadership:

- Serve as the senior technical advisor for customers, internal stakeholders, and Talkdesk partner teams throughout the engagement lifecycle.

- Support proposals, RFP/RFI responses, solution demonstrations, proofs of concept, scope definition, effort estimation, assumptions, and implementation planning.

- Present architecture decisions, trade-offs, risks, and recommendations to technical and business audiences, including senior leadership.

- Work closely with project managers, business analysts, administrators, engineers, QA, security specialists, trainers, and change managers to achieve successful rollout and adoption.

7. Capability Building and Continuous Improvement:

- Help establish a Hurix Talkdesk Centre of Excellence with reference architectures, reusable assets, playbooks, templates, checklists, demo environments, and delivery standards.

- Mentor Talkdesk administrators, configurators, integration engineers, and QA team members; support certification and partner-enablement plans.

- Use operational analytics to improve service levels, customer satisfaction, first-contact resolution, average handling time, abandonment, containment, quality, and platform reliability.

- Identify opportunities for virtual agents, agent assistance, knowledge management, workflow automation, and continuous experience optimization.

REQUIRED SKILLS AND EXPERIENCE:

- Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related discipline.

- 8-12 years of overall technology experience, including significant experience in enterprise contact-centre or CCaaS architecture and implementation.

- Demonstrable hands-on experience with Talkdesk CX Cloud, Talkdesk Studio, platform administration, routing, IVR, queues, users, roles, numbers, and dashboard configuration.

- Strong understanding of contact-centre operations, including inbound and outbound interactions, automatic call distribution, skills-based routing, campaigns, call recording, quality monitoring, workforce management, and reporting.

- Practical telephony knowledge covering SIP, PSTN, DID numbers, number porting, call routing, network readiness, and failover.

- Strong integration expertise with REST APIs, OAuth 2.0, JSON, webhooks, CRM platforms, and third-party enterprise systems.

- Experience with SSO and identity integration using SAML, OAuth, or equivalent standards.

- Working knowledge of contact-centre analytics, AI virtual agents, agent assistance, conversational design, knowledge management, and workflow automation.

- Understanding of security, privacy, audit, and compliance requirements relevant to cloud contact-centre environments.

- Proven ability to create architecture documentation, estimates, technical plans, design standards, and implementation governance.

- Strong client-facing communication, workshop facilitation, stakeholder management, problem-solving, and technical leadership skills.

PREFERRED QUALIFICATIONS:

- Talkdesk certification(s), partner enablement, or prior delivery experience within the Talkdesk ecosystem.

- Experience with Talkdesk AppConnect, workspace customization, marketplace applications, or custom integration development.

- Exposure to other CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.

- Experience delivering solutions in regulated or high-volume industries such as banking, insurance, healthcare, education, retail, government, utilities, travel, or BPO services.

- Familiarity with cloud architecture, DevOps, observability, data platforms, SQL, Node.js, or Python.

- Experience in pre-sales solutioning, commercial estimation, or building a new technology practice or Centre of Excellence.

Security Notice:

You must take the necessary steps to safeguard the integrity, security, and confidentiality of shared confidential information.

Contact:

Please reach out to ahelam.farkunda@hurix.com for more details.