- Senior
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!
About the Role
The Staff Forward Deployed Engineer (FDE) is a key technical authority and field leader at the heart of our AI strategy. Your mission is to translate the immense power of Talkdesk's Agentic AI platform into transformative, production-grade solutions for our largest and most complex enterprise customers.
You are a unique blend of a seasoned software architect, a strategic technical leader, and a hands-on builder. You set the technical standard for deployments, manage complex technical risk, and drive successful customer outcomes across multiple simultaneous projects. This role is for the experienced builder who excels in high-stakes, customer-facing environments and is passionate about defining the future of Customer Experience Automation.
Responsibilities
- Technical Strategy & Architecture: Act as the technical owner of large-scale deployments. Define the architectural blueprint for AI agent solutions, manage complex cross-system dependencies, and ensure designs meet stringent enterprise standards for security and scale.
- Advanced Hands-On Engineering: Write production-grade code and leverage Talkdesk and 3rd-party APIs/SDKs to design, build, test, and deploy AI agents. Lead the execution from prototype through to production deployment.
- Executive Technical Authority: Serve as the most senior technical voice for our AI solutions. Confidently address deep technical inquiries, manage technical risk, and build trust with customer CTOs, engineering VPs, and architects.
- Drive Product & Engineering Roadmap: Synthesize and codify deployment learnings into reusable solution patterns and tooling. Deliver high-signal feedback to core Product and Engineering teams to proactively influence the long-term strategic roadmap.
- Technical Mentorship & Standard Setting: Mentor and coach other FDEs and technical specialists on best practices for complex AI architecture, production quality, and client-facing technical delivery.
Who You Are
We are looking for an autonomous, results-driven technical leader who thrives at the intersection of breakthrough technology and measurable customer value.
Required Qualifications
- Minimum of 8+ years of progressive experience in software or solution engineering, with at least 2+ years focused on architecting and deploying AI/ML/Agentic solutions.
- Expertise in Agentic AI System Architecture: Proven experience leading the design and end-to-end implementation of complex multi-agent systems, encompassing sophisticated planning, memory, and tool-use frameworks.
- Expert proficiency in Javascript, Python, Typescript and other relevant languages with a focus on writing secure, scalable, and tested production code.
- Deep expertise in systems integration (APIs, webhooks, message queues) and data architecture to ensure secure, compliant, and performant data flow for the agent across complex customer environments.
- Mastery in prompt engineering, model optimization, and designing systems where agents collaborate to achieve complex outcomes.
- Proven ability to build credibility and consensus with customer executives, lead technical discussions, and drive alignment across internal and external teams.
Preferred Qualifications
- Experience with Retrieval-Augmented Generation (RAG) systems, including hands-on experience with vector databases (e.g., Pinecone, Weaviate, Milvus).
- Experience with Healthcare / Financial Services systems are a plus.
- Prior experience in the Contact Center (CCaaS), Unified Communications (UCaaS), or Customer Experience (CX) industry.
THE PAY TRANSPARENCY INFORMATION BELOW IS ONLY APPLICABLE TO ROLES WITHIN THE UNITED STATES:
Pay Range (Base Pay): $165,000-$285,000
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
Retirement Benefits: 401(k) plan
Paid Time Off: Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
Paid Holidays: Talkdesk offers 14 paid holidays each year.
Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.
Method of Application: Apply online.
Application Window: The application window is expected to close at least 10 days from the posting date.
All questions or concerns about this posting should be directed to the Talent team at [email protected].
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.)
