Partner Technical Architect | SaaS | Remote

We are seeking a highly skilled and customer-focused Partner Technical Architect to join our Partner Success team. In this critical role, you will serve as the technical backbone for our partners, providing expert guidance, support, and enablement to ensure their success in implementing and leveraging our Talkdesk platform. You will be instrumental in bridging the gap between our product and partner delivery teams, providing seamless integration and issue resolutions.

Responsibilities:

Technical Training & Enablement:

• Support partner onboarding by providing in-depth technical guidance and resources.
• Work closely with the Customer Success Enablement (CX) team to improve and enhance partner enablement training and artifacts.
• Partner with Customer Success Enablement (CX) team on new technical webinars and ensure assigned partners are attending.
• Develop and deliver technical workshops and enablement programs for partners, focusing on platform architecture, implementation best practices, and AI capabilities.

Technical Implementation & AI Support:

• Assist partners with complex technical implementations, providing hands-on support and troubleshooting expertise.
• Offer specialized guidance on leveraging our AI features and functionalities, ensuring partners maximize their value.

Partner Relationship & Support:

• Establish regular meeting cadences with assigned partners to provide direct support on open technical questions and issues.
• Act as a trusted technical advisor, building strong relationships and fostering partner confi dence.

Technical Troubleshooting & Escalation Management:

• Troubleshoot and resolve complex technical issues and escalations, ensuring timely and effective solutions.
• Collaborate with internal engineering and support teams to address critical issues and implement long-term solutions.
• Broker escalations within Talkdesk including Product and Customer Care

Technical Documentation & Best Practices:

• Partner with Talkdesk PS to enhance technical documentation, including best practices, implementation guides, and troubleshooting resources.

Product Feedback & Improvement:

• Gather and analyze partner feedback on product features and functionality, providing valuable insights to product management and engineering teams.
• Advocate for partner needs and contribute to the continuous improvement of our platform.

Product Knowledge & Expertise:

• Stay up-to-date on product updates, new releases, and emerging technologies, particularly in the AI space.
• Proactively share knowledge and insights with partners to ensure they are leveraging the latest innovations.

Scoping, SOW, and Implementation Methodology:

• Develop and deliver workshops to aid partners in scoping projects and developing Statements of Work (SOWs).
• Create and document implementation methodologies, including key touchpoints, artifacts, and escalation paths.

Required Qualifications

• At least 5 years of experience in Technical Consulting, Solutions Consulting, Solution Architecture, Professional Services, Customer Success Engineering, Implementation Consulting, or a related customer-facing technical role.
• Strong experience supporting customer-facing or partner-facing technical engagements.
• Experience participating in software implementation projects from planning through deployment.
• Strong communication, presentation, and relationship-building skills.
• Ability to manage multiple partners, stakeholders, and projects simultaneously.
• Experience working in CCaas/SaaS environments.
• Proven ability to lead technical discussions, workshops, and stakeholder meetings.

Preferred Qualifications

• Experience with CCaaS, UCaaS, Contact Center, Customer Experience (CX), or SaaS platforms.
• Experience working with channel partners, resellers, or system integrators.
• Background in solution scoping, SOW creation, and implementation planning.
• Familiarity with customer success, technical enablement, and partner support models.
• Prior experience managing technical escalations and cross-functional stakeholders.

AI Requirement

• Demonstrated AI fluency and practical use of AI tools in daily work.
• Ability to discuss and support AI-powered solutions and use cases.
• Comfortable leveraging AI to improve productivity, documentation, solution design, and customer outcomes.

Success Profile

The ideal candidate is:

• A strong consultant and trusted advisor.
• Experienced in implementation and solution delivery.
• Comfortable working with partners and customers.
• Highly organized, proactive, and relationship-driven.
• Adaptable, collaborative, and able to thrive in a fast-paced environment.
• Passionate about technology, AI, and customer success.