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HLS Engagement Director - Professional Services

San Francisco

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!

As a Healthcare and Life Sciences (HLS) Engagement Director, you will serve as a strategic advisor and subject matter expert (SME) within the Professional Services organization. Focused on our growing healthcare client base, this role supports the entire customer lifecycle — from pre-sales solutioning through post-go-live adoption and expansion. You will bring deep industry knowledge and process expertise to advise customers, ensure successful implementation of AI-powered solutions, and drive long-term value through improved patient and provider experiences. You will also collaborate cross-functionally to align platform capabilities with healthcare-specific challenges, delivering measurable impact at every stage

Key Responsibilities:

Pre-Sales Support:

  • Act as a trusted HLS SME during the sales cycle, supporting solution architects and account teams in shaping value-based proposals.
  • Lead discovery conversations with healthcare prospects to understand operational and clinical workflows, regulatory considerations, and success metrics.
  • Help design implementation scopes that align with AI use cases in healthcare and life sciences.

Implementation Support:

  • Serve as a billable SME during implementation projects, partnering with project teams to validate designs against HLS-specific requirements.
  • Support discussions around timeline and delivery of integrations with EHR systems (e.g., Epic, Cerner, Athenahealth).
  • Provide expert guidance on patient and provider journey mapping, helping configure the platform for maximum effectiveness in healthcare contexts.

Post Go-live Engagement:

  • Act as an executive advisor to strategic clients post-implementation, supporting customer health, AI adoption, and expansion initiatives.
  • Drive value realization and return on investment by recommending best practices, measuring outcomes, and promoting continuous optimization.
  • Partner with Customer Success and Product teams to relay feedback, co-create improvement plans, and influence roadmap priorities.

Operational Efficiency & Best Practice Sharing

  • Curate and share healthcare-specific use cases, workflows, and implementation playbooks to support delivery excellence across the PS team.
  • Help develop internal enablement material for consultants delivering in healthcare contexts.
  • Support automation and standardization of repeatable engagement models tailored for HLS clients.

Project Methodology & Documentation:

  • Contribute to refining project templates, discovery tools, and delivery methodologies specific to the healthcare vertical.
  • Ensure documentation reflects regulatory requirements, clinical workflows, and common technical integration patterns.

Qualifications:

  • 5+ years of experience in the healthcare industry, preferably in patient engagement, healthcare operations, or contact center transformation.
  • Demonstrated experience working with or integrating Electronic Health Record (EHR) systems (e.g., Epic, Cerner, Allscripts, eClinicalWorks, Athenahealth).
  • Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines).
  • Strong understanding of AI-driven contact centers and healthcare automation use cases.
  • Experience working with cross-functional teams in pre-sales, implementation, and/or customer success contexts.
  • Excellent communication and stakeholder management skills, including executive presence.
  • Strong problem-solving skills and a proactive, outcome-driven mindset.

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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