Talkdesk Technical Lead/SME

Mandatory Exp/skills

• Hands on exp. of 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.

Nice To Have Exp/skills

• Exp. of handling SA customers.
• Talkdesk Certification (Admin or Architect)