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Solutions Engineer - Health and Life Sciences

Chicago

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!

The Solutions Engineer is a trusted advisor who understands customer-specific needs, especially within healthcare environments, to deliver business-driven consulting and solutions for prospective and existing customers. This role blends deep expertise in Contact Center operations and AI technologies with a strong understanding of healthcare compliance (HIPAA, HITECH) and industry-specific challenges such as patient experience, data privacy, and clinical workflows.

This Solutions Engineer will be a strategic partner to Sales, providing insight and leadership throughout the sales cycle—from discovery and technical validation to solution architecture and post-sale expansion. A successful candidate will be highly knowledgeable in healthcare contact center operations, demonstrate technical and regulatory fluency, and confidently engage with C-level healthcare stakeholders to differentiate our AI-powered solutions.

Key Responsibilities:

  • Understand customer-specific goals with an emphasis on healthcare provider, payer, and life sciences environments to deliver consultative solutions.
  • Support the Sales team by articulating the unique value of our Contact Center AI solutions within the regulatory and compliance needs of healthcare organizations (e.g., HIPAA, HITRUST, PHI handling).
  • Lead discovery, qualification, and design sessions with stakeholders including clinical operations, IT, and compliance teams.
  • Act as a domain expert in Contact Center operations and AI-enabled transformation, with specific expertise in patient access, revenue cycle, and care coordination workflows.
  • Collaborate across cross-functional teams to tailor demos and proof-of-value engagements that reflect the clinical, technical, and compliance realities of healthcare organizations.
  • Maintain a deep understanding of CCaaS, AI, and healthcare contact center technologies and trends.
  • Confidently engage in C-level discussions within health systems, health plans, and digital health providers to identify revenue expansion opportunities.

Preferred Background:

  • Strong working knowledge of healthcare industry standards, regulations, and data handling practices including HIPAA, HITECH, and HITRUST.
  • Proven ability to align technology solutions to clinical, operational, and financial healthcare KPIs.
  • 5+ years of Solutions Engineering experience in SaaS, including 2+ years supporting healthcare-specific customers.
  • Experience in healthcare contact centers (patient scheduling, billing, nurse triage, or CRM integrations such as Epic, Cerner, Salesforce Health Cloud, etc.).
  • Strong internal and external collaboration skills; proven success working with healthcare compliance, security, and IT stakeholders.
  • Excellent presentation skills, especially when communicating technical and compliance-related solutions to non-technical healthcare executives.
  • Demonstrated self-motivation, problem-solving skills, and customer-first mindset.
  • Able to manage multiple deals and stakeholders across sales, legal, and clinical/operational groups.
  • Willingness to travel 20–50% for customer and internal meetings.

Core Competencies:

  • Deep understanding of Contact Center and AI technologies
  • Strong familiarity with healthcare terminology, workflows, and patient engagement challenges
  • Exceptional verbal and written communication skills
  • Technical acumen across Customer Service Software, BI, Workforce Engagement, and AI platforms
  • Bachelor's degree in a technical or healthcare-related field, or equivalent experience
  • Experience with healthcare integrations (EHR, IVR, CRM, etc.) is a plus

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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