Senior Implementation Consultant – CCaaS | Hybrid | Night Shift | Makati

Job Overview:

• Hybrid with the office at One Ayala, Makati (3 days on-site and 2 days WFH)

• Company provided tools for the WFH days

• Fixed night shift

• 2+ years of experience in Professional Services/Consulting roles or 8+ years in IT Applications Development/Software Product Development or similar role in a fast-paced SaaS business

The main responsibilities include:

• Lead Talkdesk Strategic implementations with new and existing customers gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training

• Good knowledge of Integration using Talkdesk Applications and APIs that include the creation of studio flow, data dips, automation, custom applications within Talkdesk's solution, and/or 3rd party CRM systems

• Understand customer business objectives, consult with industry best practices, & document user stories. Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customer’s organization

• Develop visual representation diagrams of the Customer’s end-client journey

• Implement solutions that include the creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts within Talkdesk's solution and/or 3rd party CRM systems

• Work with customers to track work progress, and create strategies for risk mitigation and contingency planning

• Leverage strong technical acumen to identify process and technical solutions dynamically to expected and unexpected situations. Able to produce technical documentation

• Partner with internal teams such as Product, Support, etc. to assure timely delivery of feature requests, bug fixes and support requests

To apply, you must be an expert on the following requirements:

• Bachelor's degree in a technical field or significant professional experience in a technical role

• 2+ years of experience in Professional Services/Consulting roles or 8+ years in IT Applications Development/Software Product Development or similar role in a fast-paced SaaS business

• Experience implementing or integrating with CRMs (Salesforce, Zendesk and other) and/or Contact Center Solutions preferred

• Experience with SQL/SOQL and JavaScript a plus

• Experience with diagram flowchart software, such as Visio, Lucid Chart, etc. Software implementation or coding experience is a plus

• Familiar with creating and managing Web Services (REST APIs/).

• A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels

• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience highly valued

• Engaging personality, polished verbal and written communication skills and meticulous attention to detail

• A passion for helping people solve problems and proven ability to understand and learn technological concepts

• Highly organized self-starter that seeks challenging opportunities

• Ability to work cross-functionally in a fast-paced startup environment

• Fluency in written and spoken English, bilingual abilities a plus

It will also be favorable if you are knowledgeable in:

Plus Points, Experiences of

• A true consultative skill and ability to communicate technical concepts to people of all backgrounds and skill levels

• CCaas or Contact Center product

• CCaaS, SaaS Certificates

• IVR Call flow development

• Developer / REST APIs