Senior Partner Solutions Engineer

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. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

Key Responsibilities

• 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: 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.
• 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 UK, Benelux and DACH regions, as required.

Essential Skills & Experience

• Regional Experience: 5+ years of experience as a Partner Solutions Engineer or Pre-Sales Engineer in the CCaaS/CXA sector.
• Channel Background: Solid experience working with Service Providers, National Partners and VARs, with a proven understanding of a channel-centric GTM approach within the UK, Benelux or DACH 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.
• Applied AI Expertise: Hands-on experience or strong familiarity with modern Agentic AI technologies, including the practical application of LLMs (e.g., OpenAI, Google, AWS) for Contact Center use cases.
• Communication: Excellent communication, presentation, and whiteboard session skills with an ability to clearly articulate complex technical ideas to highly skilled and experienced Partner audiences.
• Education: Bachelor's degree in Engineering, Computer Science, MIS, or an equivalent combination of education and years of relevant experience.

Desirable Background (Optional but highly beneficial)

• Previous experience working with UK National Channel Partners (e.g., EvolveIP, ARO, Softcat) and/or Service Provider Partners (e.g., BT, Vodafone, Gamma Communications) is a significant advantage.

Work Environment and Physical Requirements

• Primarily office-environment work, extended periods of sitting or standing, computer-based work.
• Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.).

EEO Statement

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance.