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Partner Technical Architect

Palo Alto

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

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 confidence.

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.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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