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 works on building highly scalable, secure, reliable, enterprise grade SaaS contact center software applications with a Build, Test, Deploy, Maintain, Own mindset, using Microservices based architecture and AWS services. Talkdesk solution supports millions of real time interactions on a scalable data platform across Voice and Digital Channels, offers several NLP and AI capabilities and provides actionable insights to administrators, agents and supervisors. Talkdesk AppConnect offers unparalleled integrations with industry leading apps. This position would be based in Bengaluru, will report to the Vice President, Engineering and would play a key role to strategize, build and develop teams, establish engineering practices and culture, execute and deliver SaaS software with five 9’s reliability.

Responsibilities:

Develop and contribute to the Talkdesk growth strategy in India, create a diverse and inclusive culture, hire and onboard high performing engineering teams.
Develop and nurture a strong engineering culture with lean and effective development practices.
Actively participate and contribute to strategy discussions with Product Leadership, Engineering Leadership and Architects to achieve alignment on product roadmap and priorities.
Plan large and complex SaaS software projects, manage dependencies, achieve alignment with stakeholders, and oversee execution to meet commitments and deliver with predictability.
Communicate clearly to your team, senior leadership and across functions on topics related to product vision, technical plans, deliverables and decisions.
Be a hands-on technical engineering leader, instill pride in teams to build high quality and reliable software.
Leverage agile methodologies at scale to plan, build, test and deploy iteratively in 2-week sprints.
Own all aspects of cloud engineering for your areas of responsibility - Architecture, Design, Implementation, Test, Deploy, and Maintain.
Have relentless focus on test automation, CI/CD, security, observability, safe deployment practices and ensure five 9’s reliability for your services.
Solve complex production incidents 24x7.
Ensure definition of Done is met at every stage of development phase, review and monitor software metrics to ensure quality and reliability.
Resolve obstacles quickly that hinder team progress and productivity.
Leverage data and insights to make informed and quick decisions for product and teams.
Continuously evaluate, refine and implement engineering processes to improve product quality and team productivity.
Partner and work with multicultural teams and sites. Influence peers at all layers and build effective relationships.
Be an advocate for customers and their success.
Create a safe environment for engineers to experiment, innovate and learn.
Develop, coach and mentor teams. Inspire people to reach their full potential. Provide opportunities for people to learn and grow.

Qualifications:

15+ years experience, with at least 7+ years leading teams and software development encompassing strategy, architecture, delivery, DevOps, talent management.
Bachelors or Masters degree in Computer Science or related fields.
Track record of delivering large, secure, highly available, scalable SaaS enterprise applications that meet five 9’s reliability.
Demonstrated experience leading teams to build, deploy and maintain SaaS enterprise applications using Microservices based architecture.
Expertise in building cloud voice telephony applications, integrations with external telephony vendors.
Experience with Java, React, RabbitMQ, MongoDB, Kafka, Redis, AWS, API Gateway, Containerization, Kubernetes, Jenkins, SonarQube.
Stellar teamwork and collaboration skills. Proven ability to manage multiple dependencies and drive alignment across functions on strategy and complex technical problems.
Experience leading engineering in a hyper-growth environment. Professional and positive approach, highly adaptable in a fast-paced environment, quality and results oriented, and hands-on leader.
Cloud Contact Center domain expertise is desirable.

Benefits:

Talkdesk offers competitive pay, performance bonus, stock, generous time off, parental leave, casual leave, health coverage for employee and family, retirement savings and much more.

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.)

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. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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