Talkdesk admin

12 minutes ago

Bengaluru, India LTIMindtree Full time

Primary Skills: Talkdesk CCaa S Contact Center Administrator with strong expertise in custom integrations, workflow design, and Java Script development is mandatory. Talkdesk certified engineers are highly preferred.JD is below:Own daytoday administration of Talkdesk including routing profiles Studio flows and omnichannel setupDesign and optimize Talkdesk Studio call flows IVR menus callbacks and skillsbased routingDevelop custom functions and actions using Java Script within Talkdesk StudioBuild and maintain custom integrations using Talkdesk REST APIs webhooks and i Paa S toolsImplement eventdriven automation and integrate with CRM ITSM and other 3rd party admin platformsEnsure platform reliability compliance and security including PCI DSS and GDPRCollaborate with CX teams to increase automation coverage and virtual agent containmentExtensive knowledge of the best practice Code Review systems and troubleshooting Assisting in testing and UAT effortsKnowledge of Agile project delivery techniques tools and modelsCoordinate and work with clients Onshore offshore other Partner teams to deliver the projects on time with qualityLead incident response and mentor junior admins contribute to transformation efforts SOPs runbooks and standardsDocument configurations workflows and integration logic for internal knowledge baseRequired Qualifications10-12 years in Contact Center Unified Communications CX technology roles5 years handson with Talkdesk or similar CCaa S platformsExpert in Talkdesk Studio flow design and omnichannel configurationStrong experience with REST APIs OAuth SAMLSCIM and i Paa S toolsSolid understanding of CX Cloud concepts and call quality metricsDemonstrated observability and analytics skillsNice to HaveExperience with NICE CXone Genesys Cloud CX Five9 Amazon Connect etcHandson with virtual agents and LLM integrationsExposure to virtual agents AI integrations WFMQM and speech analyticsNetwork fundamentals for voice and firewall policiesCICD for configuration and automated validationTools Tech StackTalkdesk Studio Explore Admin console Virtual Agent featuresEnterprise Apps Salesforce other Admin SystemsIdentity Security AWS IAM Azure AD Okta SSOSAML SCIMIntegration REST APIs Webhooks i FramesScripting Hands on Experience on Java scripting HTML CSSFunctional understanding of Python or NodejsMonitoring Logs Cloud Watch Elastic Datadog

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