TalkDesk Contact Center Engineer

About the role

We are seeking a Contact Center Systems Engineer with 3-5 years of experience supporting, administering, and optimizing cloud contact center platforms. This individual will play a key role in driving AI and automation initiatives, improving customer engagement channels, and enhancing workforce management capabilities.

Responsibilities

• Support and administer cloud-based contact center platforms, including configuration, maintenance, and optimization.
• Lead AI and automation initiatives utilizing tools such as Talkdesk Copilot, Autopilot, and other conversational AI solutions.
• Design, implement, and enhance automated workflows to improve operational efficiency.
• Configure and maintain routing logic, call flows, IVRs, queues, and agent experiences.
• Partner with business and operations teams to identify opportunities for process automation and customer experience improvements.
• Assist with workforce management initiatives, including reporting, forecasting, staffing, and scheduling optimization.
• Perform system troubleshooting, root cause analysis, and issue resolution across contact center technologies.
• Monitor platform performance and implement enhancements based on business needs.
• Develop technical documentation, best practices, and process workflows.
• Support system integrations with CRM and third-party applications.

Requirements

• 3-5 years of experience supporting or engineering cloud contact center solutions.
• Experience administering and configuring contact center platforms such as Talkdesk, Genesys, Five9, NICE CXone, Amazon Connect, or similar technologies.
• Experience with AI-driven customer service solutions, automation platforms, chatbots, or conversational AI.
• Understanding of contact center architecture, call routing, IVR design, and omnichannel customer engagement.
• Experience troubleshooting system issues and supporting production environments.
• Knowledge of APIs, integrations, and system connectivity concepts.
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience supporting Talkdesk Copilot, Autopilot, or similar AI-powered customer service tools.
• Workforce Management (WFM) experience including forecasting, scheduling, and performance optimization.
• Experience supporting CRM integrations such as Salesforce.
• Knowledge of reporting and analytics platforms.
• Experience in customer service technology transformation projects.

Benefits

If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave).