Talkdesk

• Lead strategic implementations of CXA and CCaaS solutions with new and existing customers that meet customer use cases • Serve as the primary technical resource for clients during projects, focused on design, development, and deployment of integrations with major EHR/EMR systems, with an emphasis on Epic • Develop and troubleshoot complex workflows and data exchange processes (e.g., HL7, FHIR) • Ensure integrations are secure, reliable, and aligned with industry and regulatory standards • Act as an internal Subject Matter Expert (SME) for Epic and other systems • Develop reusable assets, best practice documentation, and knowledge base content to scale integration delivery • Mentor and train Professional Services and cross-functional teams to enhance integration expertise across the organization • Provide guidance and hands-on support to internal teams, external partners, and customers during implementation • Collaborate with internal teams to address feature requests, resolve issues, and deliver updates • Contribute to the ongoing development of CXA specific templates, playbooks, and best practices to streamline deployment • Act as a trusted advisor to stakeholders, building relationships with executives and providing long-term guidance on CXA strategy and success

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements with a focus on high-value HLS use cases • Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance of the conversation • Understand customers’ business strategy and direction and architect solutions to realize business goals & objectives • Collaborate throughout the sales process with Sales, Sales Engineers, Professional Services, Executives, etc. • Bring innovative ideas that showcase case Talkdesk’s competitive advantage and disruptive mindset • Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing, including the development of HLS-specific SOWs and standardized workflows • Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process. This includes implementing structured accountability to mitigate technical readiness gaps and scope creep specific to Health IT Architecture. • Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap • Partner with sales, product, and engineering to help prioritize products and features based on client needs • Effectively translate client requirements and program characteristics, including complex EHR integrations (Epic, Cerner, etc.) and U.S. health system nuances, to internal stakeholders. Ensure the client’s goals align with Talkdesk’s product offering and implementation methodology. • Help build out department methodology and tools to improve quality and efficiency • Leverage strong technical acumen to identify process improvements and technical solutions

Role Description As a Senior Solution Architect - Healthcare & Life Sciences, you will be responsible for designing cutting-edge CXA and CCaaS solutions for healthcare and life sciences customers that align with strategic objectives. You will work closely with cross-functional teams to understand business requirements and develop solutions that align with organizational goals. You will also provide technical guidance and mentorship to junior architects and engineers. - Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements with a focus on high-value HLS use cases. - Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance of the conversation. - Understand customers’ business strategy and direction and architect solutions to realize business goals & objectives. - Collaborate throughout the sales process with Sales, Sales Engineers, Professional Services, Executives, etc. - Bring innovative ideas that showcase Talkdesk’s competitive advantage and disruptive mindset. - Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing, including the development of HLS-specific SOWs and standardized workflows. - Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process. - Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap. - Partner with sales, product, and engineering to help prioritize products and features based on client needs. - Effectively translate client requirements and program characteristics, including complex EHR integrations (Epic, Cerner, etc.) and U.S. health system nuances, to internal stakeholders. - Help build out department methodology and tools to improve quality and efficiency. - Leverage strong technical acumen to identify process improvements and technical solutions. Qualifications - Bachelor's degree in a technical field or additional professional experience in a technical role. - 5+ years in Professional Services, Consulting, or IT/Software Development, with a focus on AI or automation solutions in a SaaS environment. - 3+ years in solution architecture, preferably pre-sales. - Experience working with or integrating Electronic Health Record (EHR) systems (e.g., Cerner, Allscripts, eClinicalWorks, Athenahealth) (required). - Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines). - A proven track record of designing software solutions for enterprise companies. - Experienced in designing SaaS-based solutions, navigating complex sales practices and solution-based selling to CXO, senior management and director-level individuals. - Analytical, with strong business acumen. - Engaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels. - A passion for helping people solve problems and a proven ability to understand progressive technology. - Excellent verbal and written communication skills and meticulous attention to detail. - Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients. - Ability to work cross-functionally in a fast-paced startup environment. - Salesforce and other CRM experience preferred. Requirements - Pay Range (OTE Pay): $136,000 to $204,000. - Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Benefits - Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). - Retirement Benefits: 401(k) plan. - Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs. - Paid Holidays: Talkdesk offers 14 paid holidays each year. - Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs. Method of Application - Apply online. - The application window is expected to close at least 10 days from the posting date. The application was posted on 5/22/2026. - Benefits and perks listed above may vary based on the nature of your employment with Talkdesk. - All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

• Lead Talkdesk’s Strategic HLS Healthcare & Life Sciences (HLS) customer implementation projects from kick-off to completion • Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s) • Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities • Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders • Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence • Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies • Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs • Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests • Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW • Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through • Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met

• Serve as the primary senior technical point of contact for enterprise and strategic accounts. • Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments. • Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams. • Translate customer business and operational needs into scalable technical architectures and implementation plans. • Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction. • Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities. • Establish and disseminate technical best practices across customers and internal teams. • Build and maintain trusted relationships with senior executive and operational stakeholders. • Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment. • Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication. • Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success. • Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution. • Partner with customers on structured change management strategies to ensure sustained adoption and value realization. • Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities. • Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes. • Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact. • Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes. • Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations. • Influence internal prioritization by providing structured, data-backed insights from enterprise customers. • Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs. • Contribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization.

• Conduct comprehensive reviews of current People processes to identify inefficiencies and design scalable, error-resistant workflows. • Act as the advanced point of contact for complex Workday configuration, troubleshooting, and system enhancements. • Refine ticketing queue management and resolution protocols to improve the internal employee service experience. • Conduct regular, systematic audits of People Operations transactions to ensure data accuracy, procedural compliance, and system integrity. • Analyze audit findings to perform root-cause analysis and design automated safeguards that prevent future data entry errors. • Develop and maintain a centralized library of Standard Operating Procedures (SOPs), process maps, and training documentation. • Lead the implementation of new operational models, ensuring all AI-driven processes are transparent and auditable.

• Responsible for new business development within large enterprise accounts and closing of opportunities within the Healthcare industry • Foster and expand the company’s relationship with business units, divisions and the overall enterprise customers • Create and cultivate a close relationship with strategic alliances • Understand the customers’ business strategy and direction and manage a long term, sustainable business portfolio • Manage the end to end sales process through engagement of appropriate resources such as Sales Engineers, Professional Services, Executives, Partners etc. • Bringing innovative ideas that showcase case Talkdesk’s competitive advantage and disruptive mindset • Meet and exceed quarterly and annual revenue/quota through the management and execution of the Talkdesk sales process • Develop a comprehensive sales strategy and a sales plan that ensures consistent achievement of objectives over the short- and long-term for your coverage model • Build lasting, meaningful relationships with other members of management, team, and prospect/customer community • Build and align with the Talkdesk sales Go-to-Market plan to develop and own accountability for region’s market segmentation and targeted accounts • Develop essential internal relationships to provide the support necessary to manage accounts and close deals • Communicate accurate and realistic forecast information to the management team per our process and policy • Communicate market reaction and needs back to headquarters in a productive manner • Take an active role in solving problems, which involve other functional areas, instead of “dumping problems at the factory door” • Take the lead in prioritizing the needs of customers so that engineering and other functional areas can focus on the right tasks and issues

• Conducts research to prepare for upcoming meetings with prospects to understand their business environment, market, customers, competitors and general business challenges. • Carries out discovery conversations with customers to understand their needs and requirements for a new solution. • Uses their in-depth knowledge of Talkdesk solutions and capabilities to specify the appropriate solution(s) for customer needs and requirements. • Designs and delivers presentations to customers, on-site & virtual, showing Talkdesk’s capabilities. • Generates simple value statements illustrating the financial value of a Talkdesk solution to customers. • Assists with scoping SOWs for customer implementations as needed. • Scopes, executes and manages customer pilots and POCs. • Respond to functional and technical RFI/RFP requirements and mapping said requirements to the software solution. • Work closely with product management and engineering teams to ensure that customer feedback is incorporated into product roadmaps. • Assists with marketing and demand generation events as necessary.

Role Description We are looking for an innovative and customer-obsessed product manager for the automation and integrations platform product areas of Talkdesk, a market-leading, cloud-native Customer Experience Automation solution. This role is for a Principal product manager who deeply understands automation platforms, CRM ecosystems and integration patterns. You will define product strategy and work cross-functionally with Engineering, UX, Architecture, and GTM leadership to deliver scalable, enterprise-grade capabilities that accelerate customer outcomes. Our environment moves fast and requires a Principal PM who thrives in ambiguity, drives clarity, and consistently executes on business results. You will be successful if you are: - Adaptable: You operate with a sense of urgency, creativity, and curiosity for how we can improve our products and serve our customers. You are optimistic and inspire the team to execute. - Results-oriented: You simplify complex problems, are biased for action, and deliver on your commitments. You can make tough decisions and keep focused with ruthless prioritization. - Data-fluent: You use data to solve problems, identify opportunities, and are capable of defining and using new metrics to learn and make decisions. You can make the right decisions with incomplete data and are continually optimizing for learning. - AI-driven: You embrace AI as a core part of how you work, constantly seeking ways to optimize your processes, decisions, and outputs through intelligent tools. - A bar raiser: You continuously improve processes, raise quality standards, and challenge legacy thinking to achieve best-in-class CX automation and integration performance. - Forward thinker: You possess a blend of macro-level vision and micro-level precision, expected to be the co-owner of a part of our multi-year product strategy. - A domain expert: You understand CCaaS, automation ecosystems, AI-powered workflows, and integration frameworks well enough to influence decisions and shape long-term strategy. In this role, you will: - Define, realize, and optimize the product roadmap, release planning, and feature delivery. - Co-define the strategy for the future of automation and integrations—specifically deep CRM interoperability and automation frameworks. - Identify and validate opportunities related to automation workflows, data synchronization, integration frameworks, and extensibility patterns. - Partner with engineering to make swift decisions based on data, move fast, and deliver value for customers. - Define success metrics across product adoption, integration reliability, automation throughput, CRM admin experience, and platform performance. - Work with GTM, Product Marketing, Support, and Enablement to ensure new capabilities are launched with clarity, accuracy, and maximum adoption. - Act as a subject-matter expert for automation and integrations use cases, speaking confidently with customers, prospects, and partners. - Analyze the competitive landscape (CCaaS, iPaaS, CRM-native automation) to inform differentiation and long-term strategy. - Engage with customers during pre-sales and post-sales implementations to ensure the product will help them reach their desired business outcomes. Qualifications - High energy and passion for the job. - Strong organizational and analytical skills, excellent written and oral communication skills. - AI-native mindset. You actively leverage AI tools to optimize your own workflows. - Professionalism, dedication, and ability to work in a collaborative team environment. - Bachelor’s degree in computer science, engineering, or related work experience. Requirements - 4+ years of Product Management experience building and scaling enterprise SaaS, cloud platforms, or integrations-focused products. - Deep product knowledge of automation builders, workflow engines, or low-code platforms (e.g., Salesforce Flow, Power Automate, iPaaS tools). - Hands-on understanding of CRM platforms—example, Administrator-level knowledge (objects, flows, app builder, security model, metadata, API limits, eventing). - Background in systems integration, including REST APIs, event-driven architectures, authentication models (OAuth), data synchronization, CTI adapters, embedded frameworks and middleware concepts. - Experience working in agile environments and partnering closely with engineering, design, and architecture teams. - Demonstrated ability to drive cross-functional alignment and influence without authority. - Experience with CCaaS solutions, customer support workflows, and telephony/contact center integrations is a plus. - Excellent written and verbal communication, especially when explaining technical concepts to non-technical audiences. - Strong analytical skills and comfort defining KPIs for platform products. - Ability to work effectively in a global, remote-first environment. Benefits - 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.

• Conducts research to prepare for upcoming meetings with prospects to understand their business environment, market, customers, competitors and general business challenges. • Carries out discovery conversations with customers to understand their needs and requirements for a new solution. Uncovers customer pains, learns about customer's objectives and potential needs, gathers metrics necessary for pricing and/or value discussions. Listens to the customer to gather information that can be leveraged in upcoming presentations. • Uses their in-depth knowledge of Talkdesk solutions and capabilities to specify the appropriate solution(s) for customer needs and requirements. The SE is continually learning about Talkdesk solutions to keep up with innovations and new releases of TD software. • Designs and delivers presentations to customers, on-site & virtual, showing Talkdesk’s capabilities, aligned to the customer's pains and needs that were uncovered during Discovery. • Generates simple value statements illustrating the financial value of a Talkdesk solution to customers. • Assists with scoping SOWs for customer implementations as needed. • Scopes, executes and manages customer pilots and POCs. • Respond to functional and technical RFI/RFP requirements and mapping said requirements to the software solution. • Work closely with product management and engineering teams to ensure that customer feedback is incorporated into product roadmaps. • Assists with marketing and demand generation events as necessary.