[Hiring] Talkdesk Technical Lead / SME @Inficare Technologies

Role Description

Map business requirements into contact center architecture; design intelligent call routing, IVR, and omnichannel flows.

• Design and build custom integrations using Talkdesk REST APIs, webhooks, and Integration Builders.
• Configure and optimize intelligent routing, virtual agents, and agent-assistance tools.
• Ensure accurate data mapping between Talkdesk and enterprise systems (JIRA, Zendesk, Policy Administration System).
• Troubleshoot API issues, latency, and call-routing failures.
• Guide team members and business stakeholders through integration activities.
• Provide weekly status reporting, dashboards, and cost/profitability tracking.
• Liaise with vendor partners and propose suitable solutions.

Qualifications

• Hands-on experience designing and implementing solutions using Talkdesk CCaaS.
• Experience integrating Talkdesk via built-in and custom connectors (e.g. Zendesk).
• Strong understanding of REST APIs, JSON, OAuth/SAML, and iPaaS integration tools.
• Knowledge of contact center fundamentals, SIP/VoIP, and skills-based routing.
• Experience in SCRUM/Agile environments.
• Strong communication, analytical, and stakeholder management skills.

Requirements

• Talkdesk Certification (Admin or Architect).
• Experience working with SA (South American) customers.

Benefits

• Fully Remote - open to candidates anywhere in the USA.
• Contract engagement, X-12 months duration, immediate start.