Software Engineer II

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 #8 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 team builds highly scalable, secure, and reliable enterprise-grade SaaS contact center applications with an AI-first mindset, leveraging microservices architecture and AWS. Development follows a Build, Test, Deploy, Maintain, Own model, enhanced by AI-assisted workflows, copilots, and agent-based delivery approaches.

 

The Talkdesk platform powers millions of real-time interactions across voice and digital channels on a scalable data platform, enriched with NLP and AI capabilities to enable intelligent routing, automation, and actionable insights. The team actively leverages custom agent development and AI copilots to automate workflows, accelerate development, and improve operational efficiency. Talkdesk AppConnect enables seamless integrations with leading enterprise applications.

This Bengaluru-based IC role reports to an engineering leader and requires hands-on ownership in designing, building, and operating highly reliable, feature-rich services end-to-end, with a strong focus on leveraging AI tools, agent-based systems, and copilots to drive productivity and innovation.

 

Duties and Responsibilities:

• Design, implement, test, and maintain SaaS services and features hosted on AWS, ensuring timely delivery, high quality, and five 9’s reliability standards, leveraging AI tools and copilots on a daily basis to accelerate development and improve code quality.
• Maintain a growth mindset by continuously adopting emerging technologies and proactively automating repetitive processes.
• Work in a modern agile software engineering environment, actively using AI-assisted workflows (e.g., copilots, code generation, test generation) across the dev/stage/prod lifecycle, with strong automated testing and continuous deployment practices.
• Manage your work through the use of Github, Jira, and internal systems, incorporating AI tools for task automation, code insights, and productivity improvements.
• Have end-to-end ownership of microservices, applying agent-based delivery models and AI-assisted development practices, while adhering to safe deployment and DevOps principles.
• Implement microservices with Security, Reliability, and Telemetry as first principles, leveraging AI-driven insights to proactively identify risks and avoid technical debt.
• Implement automated unit, API, and functional tests in a CI/CD environment, utilizing AI tools for test case generation, coverage improvement, and validation.
• Work closely with cross-functional teams (Product, Principal Engineers, SRE, Platform), using AI-assisted analysis and collaboration tools to align on design and implementation.
• Actively participate in backlog grooming, design discussions, and code reviews, leveraging AI for code analysis, review assistance, and design validation.
• Identify and prioritize technical debt, using AI tools to surface inefficiencies, suggest refactoring opportunities, and improve maintainability.
• Own reliability for your services and participate in on-call rotation; use AI-assisted observability and incident analysis tools for faster triage and resolution of production issues, applying learnings from RCAs.
• Continuously research and adopt emerging AI tools, agent frameworks, and engineering practices, integrating them into daily workflows to improve team productivity.
• Ensure all engineering work complies with industry regulations and standards, leveraging AI where appropriate for compliance checks and documentation.

 

 

 

Qualifications:

• Bachelor’s or Master’s degree in Computer Science or a related field.
• 2–5 years of experience designing and building highly available, scalable, and secure SaaS applications using microservices architecture.
• Hands-on experience with AI development tools (e.g., GitHub Copilot, Claude) with a strong inclination to use them daily; familiarity with agent-based delivery models and the ability to build and automate workflows using custom AI agents.
• Strong expertise in backend and distributed systems technologies, including microservices, AWS, Java/Kotlin/Python/JavaScript, Spring Boot, APIs, messaging systems, caching, CI/CD, and observability/telemetry.
• Experience with real-time and streaming systems (e.g., Kafka, Flink) and designing scalable data pipelines.
• Experience with cloud telephony and communications platforms (e.g., UCaaS, CCaaS), including protocols such as SIP and integrations with CPaaS providers.
• Proficiency with one or more database technologies (e.g., PostgreSQL, MySQL, MongoDB).
• Hands-on experience with containerization and orchestration technologies (Docker, Kubernetes).
• Strong experience in REST API design, development, and best practices.
• Experience with modern testing practices, including automated unit, integration, and API testing within CI/CD pipelines.
• Commitment to writing clean, secure, maintainable, and standards-compliant code, leveraging AI tools to improve quality and productivity.
• Comfortable adopting new technologies, AI tools, and engineering practices, with a continuous learning mindset.
• Experience working in geographically distributed teams with strong collaboration skills.
• Excellent written and verbal communication skills.