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Solutions Engineer

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!

Healthcare & Life Sciences Solutions Engineer

The Healthcare Solutions Engineer is a strategic expert who understands the specific needs of healthcare organizations and provides business-driven consulting to both prospective and existing customers. SEs offer healthcare-centric expertise that helps our Sales team establish clear value, differentiation, and trust in our AI-powered Contact Center and CX solutions.

This individual is a seasoned operator or practitioner with deep experience in healthcare environments—across providers, payers, or digital health—bringing knowledge of clinical workflows, regulatory compliance (HIPAA, HITECH), and patient engagement to every interaction. They engage throughout the entire sales lifecycle, from pre-sales engineering and technical qualification to solution architecture and post-sale expansion.

The Healthcare Solutions Engineer is a recognized thought leader who confidently supports C-level discussions, accelerates deal cycles, and helps identify and expand revenue opportunities in healthcare.

Key Responsibilities

  • Conducts research to prepare for upcoming meetings with prospects to understand their business environment, market, customers, competitors and general business challenges.
  • Carries out discovery conversations with customers to understand their needs and requirements for a new solution. Uncovers customer pains, learns about customer's objectives and potential needs, gathers metrics necessary for pricing and/or value discussions. Listens to the customer to gather information that can be leveraged in upcoming presentations.
  • Uses their in-depth knowledge of Talkdesk solutions and capabilities to specify the appropriate solution(s) for customer needs and requirements. The SE is continually learning about Talkdesk solutions to keep up with innovations and new releases of TD software.
  • Designs and delivers presentations to customers, on-site & virtual, showing Talkdesk’s capabilities, aligned to the customer's pains and needs that were uncovered during Discovery.
  • Generates simple value statements illustrating the financial value of a Talkdesk solution to customers.
  • Assists with scoping SOWs for customer implementations as needed.
  • Scopes, executes and manages customer pilots and POCs. 
  • Respond to functional and technical RFI/RFP requirements and mapping said requirements to the software solution.
  • Work closely with product management and engineering teams to ensure that customer feedback is incorporated into product roadmaps.
  • Assists with marketing and demand generation events as necessary.

Core Background

  • B.S. Computer Science, Software Engineering, MIS or equivalent work experience.
  • 1-3 years as a Solutions Engineer in Software, VOIP/Telecommunications, contact centers, premise or cloud selling to Commercial or Enterprise customers.
  • Ability to command the attention in a room by delivering compelling presentations and demonstrations.
  • Good problem solving skills, including the ability to meet a business requirement with a technical solution.
  • Ability to communicate complex technical concepts to both technical and non-technical audiences.
  • Excellent presentation and communication skills, including the ability to lead technical discussions and demonstrations with customers.
  • Knowledge of Customer Relationship Management Software, ITSM, Data Warehousing, Business Intelligence is a plus.
  • Knowledge of UCaaS, CCaaS software is a plus.
  • Knowledge in web / scripting technologies is a plus

Desirable Heath & Life Sciences Experience

  • 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.
  • 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.
  • Willingness to travel 20–50% for customer and internal meetings.

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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