Job Description

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 #16 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 an Engineering leader, and would play a key role to lead the technical strategy, translate product requirements to architecture, design, and implement highly reliable and feature rich services, and mentor engineers on the team.

Duties and Responsibilities:

• Lead the design, implementation, testing, and maintenance of SaaS services and features hosted on AWS, ensuring five 9’s reliability.
• Drive the adoption of best practices in a modern agile software engineering environment, including source control, extensive automation and continuous deployment.
• Own the architecture and implementation of microservices, ensuring adherence to security, reliability, and telemetry as foundational principles.
• Collaborate closely with cross-functional teams (including Product Management, Principal Engineers, SRE, Platform) to ensure alignment across all aspects of architecture and design.
• Lead the design and implementation of innovative, user-friendly, and responsive frontend interfaces, ensuring optimal user experience and compliance with accessibility standards.
• Actively participate in backlog grooming, provide leadership in design and code reviews, and ensure technical debt is prioritized and addressed.
• Resolve production incidents 24x7, applying lessons from root cause analysis to prevent future occurrences.
• Provide technical leadership and mentorship to other engineers, fostering a culture of learning and improvement.
• Participate in the design and development of new products and systems, ensuring they meet customer requirements and are scalable and reliable.
• Stay at the forefront of industry trends and emerging technologies, making strategic recommendations for their adoption.
• Ensure compliance with industry regulations and standards in all engineering work.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science or a related field.
• 8+ years of experience in designing and developing highly-available, scalable, and secure SaaS applications.
• Deep expertise in React and modern frontend technologies, including advanced state management techniques.
• Extensive experience with TypeScript and writing maintainable code.
• Proficient in writing unit tests and ensuring comprehensive test coverage.
• Knowledge of cloud telephony concepts (UCaaS, CCaaS), WebRTC, SIP javascript libraries and related technologies is advantageous.
• Strong commitment to clean, maintainable code and industry best practices.
• Exceptional problem-solving skills with a strategic approach to challenges.
• Excellent communication and leadership skills, with experience in guiding teams and driving technical initiatives.