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OmegaHires

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Technical Lead / SME

Full-stack EngineerSoftware EngineerContractRemoteSeniorTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

$50 - $120 / hour

Seniority

Senior

Professional CertificateEnglishVoIP

Job Description

Technical Lead / SME

OmegaHires

• 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.

Job Requirements

  • Hands-on experience in 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.
  • Exp. of handling SA customers.
  • Talkdesk Certification (Admin or Architect)

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