Senior Solution Consultant II

Job Summary:

As a Senior Solution Consultant II, you will be responsible for leading the pre-sales process for complex software solutions. You will work closely with sales teams and customers to understand business requirements and develop solutions that align with organizational goals. You will also provide technical guidance and mentorship to junior consultants.

Duties and Responsibilities:

• Lead Talkdesk Strategic implementations with new and existing customers including project management, gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training 
• Understand customer business objectives, consult with industry best practices, & document user stories. Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customer’s organization
• Lead project scoping, creating project plans, planning, and scheduling project activities.  Integrate plans with customer’s project managers for the successful execution of Talkdesk's deployments 
• Develop visual representation diagrams of the Customer’s end-client journey
• Implement solutions that include the creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts within Talkdesk's solution and/or 3rd party CRM systems
• Develop trust with customer executives, leadership, and other stakeholders to remove project roadblocks and ensure project success
• Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
• Leverage strong technical acumen to identify processes and technical solutions dynamically to expected and unexpected situations. Able to produce technical documentation
• Partner with internal teams such as Product, Support, etc. to assure timely delivery of feature requests, bug fixes, and support requests
• Participate in the sales cycle as necessary to gather requirements, formulate a delivery approach and develop a proposal/SOW
  
  

Qualifications:

• Bachelor's degree in a technical field or significant professional experience in a technical role 
• 5+ years of experience in Professional Services/Consulting roles or 5+ years in IT Applications Development/Software Product Development or similar role in a fast-paced SaaS business
• Experience implementing or integrating with CRMs (Salesforce, Zendesk, and others) and/or Contact Center Solutions preferred
• Experience with SQL/SOQL and JavaScript a plus
• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
• Software implementation or coding experience is a plus
• Familiar with creating and managing Web Services (REST APIs/).
• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience is highly valued
• Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
• A passion for helping people solve problems and a proven ability to understand and learn technological concepts
• Highly organized self-starter that seeks challenging opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Fluency in written and spoken English, bilingual abilities a plus
• This role required to work in US shift time