Talkdesk IVR Configuration Consultant

3 days ago


Jamnagar, India Jade Business Services (JBS) Full time

We are seeking an expert-level Talkdesk Consultant to configure, optimize, and enhance our Talkdesk IVR and Studio workflows for a financial-services / asset-management call center. The ideal candidate has deep hands-on experience designing complex IVR flows, dynamic routing logic, API integrations, and compliance-driven call workflows using Talkdesk Studio. Responsibilities Design, build, and optimize Talkdesk IVR / Studio flows , including multi-level menu structures and dynamic routing. Configure queues, skills, ring-groups, callback flows, SLAs, and call-handling automation . Integrate Talkdesk with CRM / case-management systems (API, webhooks, data actions). Build workflows for financial-services use cases such as payments, claims, status updates, collections, and compliance routing. Implement call recording, consent prompts, regulatory messaging, and audit-ready routing . Conduct testing, troubleshoot call logic, and provide technical documentation and handoff. Requirements 5+ years hands-on experience with Talkdesk IVR, Studio, routing, and CX platform configuration . Strong knowledge of call center operations , especially BFSI, collections, or financial-services environments . Experience with APIs, scripting, webhooks, and integrations (Talkdesk Data Actions). Expertise in call-flow logic, queue management, SLAs, and real-time metrics . Ability to work independently, deliver fast, and support U.S. business hours when needed. Nice to Have Experience with PCI-compliant payment IVRs . Familiarity with Genesys/Five9/Amazon Connect. Previous work with asset recovery, loan servicing, or financial compliance flows .



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