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, would report to an Engineering Director, and you would play a key role to build an engineering team from ground up, and lead team to architect, design, implement, maintain highly reliable and feature rich CCaaS services with end to end ownership.

Responsibilities:

Build, mentor and grow a world-class self-organized team capable of taking on increasingly more challenging projects, sustain high performance, with end to end ownership of their cloud services.
Plan and execute complex multi-team projects, manage dependencies, align and communicate with stakeholders, and oversee execution to meet commitments and deliver with predictability.
Collaborate on product roadmaps with Product Managers, Architects, SRE and Platform teams to ensure the team has clear purpose and priorities. Ensure a healthy balance between features and technical debt.
Make informed decisions leveraging data and metrics to improve team productivity, software quality and reliability.
Ensure teams are making the right tradeoffs and making the right architectural, design and technology choices for long term success of solution.
Institute development best practices for teams to produce high quality, highly reliable services to achieve five 9’s SLA.
Communicate with stakeholders the impact of tech debt and work with stakeholders to prioritize reducing debt.
Identify roadblocks, dependencies and other issues and work with the team and stakeholders to resolve these issues.
Coordinate resources to consistently deliver high quality software on time, within budget and with the required functionality.
Determine process improvements and implement changes as necessary. Create a culture of reflection and retrospection to improve continuously.
Foster leadership principles and behaviors at all times and be intentional about creating and grooming the next generation of leaders.
Manage an individual's career development by providing personalized coaching and mentoring, and focus on maximizing one’s potential. Provide continuous performance feedback, provide a clear path for people to grow through personal development plans.
Undertake special projects and support other team initiatives as needed.
Role model Talkdesk culture at all times.

Qualifications:

Bachelors or Masters in Computer Science or in a relevant field.
15 years of hands-on experience building distributed, scalable and highly reliable enterprise software and SaaS systems.
5 years of engineering and people management experience.
Strong experience with agile practices, iterative development and deployment, continuous integration and safe deployment practices.
Proven software engineering skills across languages such as Java, JavaScript, Python, Databases such as MySQL, MongoDB, DynamoDB, Streaming technologies such as Kafka, Flink, AWS services, Telemetry.
Willing to be hands-on and roll up sleeves to work alongside engineers.
Own end to end services and operate with a DevOps mindset, coordinate to resolve production incidents 24x7.
Ability to adapt to rapidly changing technologies and business needs.
Demonstrated and successful track record of managing a team including hiring, onboarding, and professional development. You inspire your team to reach higher.
Experience implementing tools, processes, internal instrumentation, and resolving blockages.
Excellent at communicating and influencing peers and leadership across the globe.

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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