Talkdesk IVR Configuration Consultant

2 weeks ago

India, IN Jade Business Services Part 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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