Talkdesk

Product Manager

• Serve as the primary Product point of contact for retail, e-commerce, and hospitality clients
• Own relationships across contact center operations, guest experience, digital commerce, IT, and store operations stakeholders
• Lead structured discovery engagements including interviews, order journey mapping, queue observation, agent side-by-sides, and document analysis
• Connect client operational pain points to Talkdesk AI platform capabilities
• Review pre-sales Statements of Work for scope, feasibility, and design alignment
• Translate real-world workflows into structured product and configuration requirements
• Own the quality and completeness of Autopilot design and specification documents for engineering handoffs
• Define business KPIs with clients
• Enforce scope discipline during UAT and route out-of-scope requests through change-order processes
• Own deployments end-to-end from pilot kickoff through go-live
• Manage timelines, stakeholder communication, change management, and iteration to production-ready deployments
• Generate test criteria and conduct manual validation before client UAT
• Partner with legal, privacy, and security teams on PCI DSS, TCPA, GDPR, and CCPA requirements
• Drive client UAT to completion, including on-site travel for strategic accounts
• Monitor deployed Autopilots post-launch and resolve field issues
• Ensure clients and Customer Experience Managers can measure business success metrics
• Document ROI proof points and case-for-scale narratives
• Surface field insights and product gaps to the core product roadmap
• Contribute to knowledge bases, playbooks, and templates for the FDPM practice

Forward Deployed AI Product Manager

Solutions Engineer

• Report to the Sr. Director of Solutions Engineering, Americas
• Lead, coach, and mentor a team of solution engineers
• Build a culture of continuous learning, accountability, and customer obsession
• Drive scalable pre-sales motions across a high-volume FSI segment
• Develop repeatable methodologies and best practices
• Recruit, hire, and onboard solution engineering talent
• Partner with Sales, Account Executives, and Customer Success on pipeline strategy, account coverage, and customer outcomes
• Collaborate with Product and Engineering on customer feedback, roadmap priorities, feature requests, and support escalations
• Work with Professional Services on pre-sales-to-implementation handoffs and value realization
• Define and manage team KPIs, forecast accuracy, and performance metrics
• Participate in forecast calls and provide visibility into technical deal status
• Surface risks and develop mitigation strategies with Sales
• Develop trust with client leadership, remove roadblocks, navigate escalations, and ensure long-term customer success and loyalty

Senior Manager, Solutions Engineer – FSI

• Design and implement complex software solutions for organizational and customer needs
• Lead scoping and discovery sessions with sales and client teams
• Engage clients to architect solutions, recommend best practices, and provide solution suggestions
• Create Statements of Work and proposed solutions covering requirements, deliverables, schedules, tasks, and pricing
• Partner with product, implementation, and sales teams to identify issues, close gaps, and improve SOWs and the SOW process
• Develop deep product knowledge and identify product gaps for roadmap consideration
• Help prioritize products and features based on client needs
• Translate client requirements and program characteristics to internal stakeholders
• Ensure client goals align with Talkdesk’s product offering and implementation methodology
• Build department methodology and tools to improve quality and efficiency
• Identify process improvements and technical solutions
• Provide technical guidance and mentorship to junior architects and engineers

Senior Solution Architect

Marketing Operations

• Own the technical operation of the account-based marketing orchestration layer
• Translate intent-platform signals into automated, sequenced actions across marketing automation and CRM systems
• Partner with campaign and field marketing teams to deliver programs to the right accounts at the right moment
• Administer and improve marketing technology systems, workflows, API calls, integrations, and syncs
• Diagnose, fix, and document system failures and performance issues
• Design and build AI-powered workflows using qualitative signals and firmographic data for dynamic lead scoring and routing
• Write API calls, design orchestration logic, test edge cases, and iterate based on conversion outcomes
• Build and manage enrichment workflows combining behavioral, intent, firmographic, and web-research data
• Create account-level intelligence profiles covering buying-committee engagement and organizational priorities
• Document field mappings, AI orchestration logic, and routing-rule changes
• Build self-service reporting and dashboards for campaign performance, list quality, and lead status
• Create enablement resources for troubleshooting routine tasks and using AI tools
• Audit marketing automation-to-CRM field mappings and establish ownership of inbound routing rules
• Deploy agentic AI workflows and automate manual ABM orchestration sequences
• Monitor lead-sync exceptions and ensure regressions are identified before impacting Sales

Marketing Operations Specialist

People Operations

• Architect the People operating system by connecting strategy, processes, decision rights, governance, systems, data, technology, service delivery and employee experience
• Redesign work allocation, workflows, processes, accountability and technology usage
• Build planning, prioritization and execution mechanisms for the People organization
• Redesign work around AI and automation to eliminate transactional work, increase self-service and improve productivity and employee experience
• Build scalable global People Operations across the employee lifecycle
• Modernize People Programs and Total Rewards, including compensation, benefits and enterprise-wide talent initiatives
• Develop leaders and Drivers to implement ambiguous, cross-functional business solutions
• Establish clear decision rights, seamless handoffs, shared priorities, capacity and outcome visibility
• Reduce manual and transactional work through AI, automation and self-service

Head of People Operations – Rewards

Support Engineer

• Lead Talkdesk’s most intricate support tasks by outlining reproduction steps, driving issues to resolution, and managing customer expectations
• Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services
• Act as the primary technical contact for partner and user developers on custom solutions and integrations
• Develop internal tools or scripts, including JavaScript, to automate time-consuming workflows
• Identify processes and technical solutions for unexpected or high-pressure situations
• Synthesize customer feedback and advocate for customers with Product and Engineering teams
• Build trust with client leadership, remove roadblocks, formulate best practices, and document functional and technical requirements
• Track work progress with customers and create risk mitigation and contingency plans
• Conduct feature enhancement demonstrations for new and existing customers
• Bridge customers with Engineering, Product, and Professional Services teams

Forward Deployed AI Product Manager

Senior Manager, Solutions Engineer – FSI

Senior Solution Architect

Marketing Operations Specialist

Head of People Operations – Rewards

Senior Technical Support Engineer – Telephony