Senior Partner Solutions Engineer - Americas

The Sr. Partner Solutions Engineer is a highly experienced technical lead responsible for driving the growth and technical enablement of our key partners (TSB/TSDs, National Partners, Value-Added Resellers (VARs), and System Integrators) across the United States, Canada and Latin Americas.

This senior individual contributor role reports directly to the Vice President, Partner Solution Engineering. You will act as the primary technical point of contact, supporting partners in establishing and scaling their Contact Center as a Service (CCaaS) and Customer Experience Automation (CXA) practices built around the Talkdesk platform. This role involves deep technical engagement, partner enablement, co-selling support, and providing technical thought leadership to ensure mutual partner and customer success across the assigned territories.

Key Responsibilities

Partner Enablement & Practice Development

• Lead Technical Enablement: Design and execute comprehensive enablement plans to educate partner Solutions Architects and Sales Engineers on the Talkdesk value proposition, product architecture, competitive differentiators, and roadmap.
• Partner Center of Excellence: Support the development of Partner Competency Centers by coaching on effective technical discovery, platform demonstrations, and proof-of-concept (POC) execution.
• Domain Expertise: Develop and maintain deep domain expertise in the regional Partner landscape, understanding their current go-to-market (GTM) strategy, areas of focus, and identifying new opportunities for expansion.

Co-Selling Support & Technical Leadership

• Agentic AI Focus: Provide technical expertise on Agentic AI solutions within the contact center, including prompt engineering, RAG implementations, tools integration, and guardrail best practices.
• Customer Engagement: Provide technical oversight, guidance, and direct assistance to Partner sales teams in understanding complex customer business and technical requirements, use cases, and solution design.
• Solution Demonstration: Lead advanced technical discussions, conduct compelling demonstrations of the Talkdesk platform, and articulate the ease of integration within an enterprise ecosystem.
• Ecosystem Integration: Develop a deep understanding of the enterprise ecosystem, including integration requirements with CRM (e.g., Salesforce, Microsoft Dynamics), WFM, Knowledge Management, and UCaaS vendors.

Strategic Contribution & Communication

• Voice of the Partner: Act as the critical communication channel to Talkdesk Product Management and Engineering teams, relaying Partner and customer needs, market trends, and product enhancement requests.
• Market Representation: Represent Talkdesk as a technical expert at regional Partner summits, technical events, webinars, and conferences.
• Travel: Ability to travel approximately 35-50% of the time across the US, and Canada as required.

Essential Skills & Experience

• Regional Experience: 12+ years of experience as a Partner Solutions Engineer or Pre-Sales Engineer in the CCaaS/CXA sector.
• Channel Background: Solid experience working with TSB/TSD, Service Providers, Regional Systems Integrators, National Partners, and VARs, with a proven understanding of a channel-centric GTM approach within the US markets.
• Technical Leadership: Proven ability to lead and drive complex technical engagements and serve as a subject matter expert without direct people management responsibilities.
• Telephony & Protocol Knowledge: Experience with at least one Unified Communication protocol (e.g., SIP, WebRTC, RTP) and familiarity with Call/Message processing Proxies and Session Border Controllers.