Lead Technical Support and Implementation Expert

5 days ago

anand, India beBeeImplementation Full time

Technical Support and Implementation SpecialistThe purpose of this engagement is to provide ongoing technical support and implementation expertise for the Talkdesk platform across multiple EMEA-based projects. The selected specialist will work as a subcontractor to assist with day-to-day Talkdesk operations, troubleshooting, system enhancements, integration support, and configuration activities.Key Responsibilities:Provide Level 2 technical support for Talkdesk platform incidents and service requests.Assist in Talkdesk setup, configuration, and deployment activities across various business units.Work with internal IT and business teams to implement and maintain Talkdesk integrations with CRM and other enterprise tools (e.g., Salesforce, ServiceNow).Manage and resolve escalations related to call routing, IVR, queues, agent configurations, and reporting dashboards.Support prompt engineering and AI-driven workflow optimization, if applicable.Collaborate with Talkdesk and customer support teams for escalations or advanced issue resolution.Document processes, configuration changes, and best practices.Provide periodic reports on performance metrics, issues, and resolutions.Ensure compliance with operational standards.Requirements:Minimum 5+ years of experience in Contact Center / Unified Communications solutions.Proven hands-on experience with Talkdesk platform – setup, configuration, and troubleshooting.Knowledge of IVR design, call routing, and integration with CRM platforms.Experience with prompt engineering or AI-enabled conversation flows (advantageous).Strong understanding of SaaS applications, cloud-based telephony systems, and APIs.Excellent communication and customer interaction skills.Fluent in English (verbal and written).Based in EMEA region and available for customer-facing support during local business hours.Preferred Qualifications:Fluency in French is advantageous.Additional certifications or training in Talkdesk or related technologies are beneficial.

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