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!

The team works on building highly scalable, secure, reliable, enterprise grade SaaS contact center software applications with a Build, Test, Deploy, Maintain, Own mindset, using Microservices based architecture and AWS services. Talkdesk solution supports millions of real time interactions on a scalable data platform across Voice and Digital Channels, offers several NLP and AI capabilities and provides actionable insights to administrators, agents and supervisors. Talkdesk AppConnect offers unparalleled integrations with industry leading apps. This position would be based in Bengaluru, will report to an Engineering leader, and would play a key role to lead the technical strategy, translate product requirements to architecture, design, and implement highly reliable and feature rich services, and mentor engineers on the team.

Duties And Responsibilities

Develop complex SaaS Voice and Outbound dialing services, from concept to deployment, ensuring they are completed on time, within budget, and meet quality and five 9’s reliability standards.
Work in a modern agile software engineering environment (with source code control, dev/stage/prod release cycle, extensive automated testing, and continuous deployment).
Have end to end ownership of microservices, adhere to safe deployment practices, and operate with a DevOps mindset.
Implement microservices with Security, Reliability, Telemetry as first principles, avoid technical debt.
Work closely with cross-functional teams, including Product Management, Principal Engineers, SRE, Platform to ensure that all aspects of architecture, design and dependencies are aligned.
Actively participate in backlog grooming, design and code reviews.
Identify and prioritize technical debt.
Resolve production incidents 24x7. Apply learnings from RCAs.
Provide technical guidance and leadership to other engineers and technical staff, ensuring they have the resources and support needed to complete their work.
Participate in the design and development of new products and systems, ensuring they meet customer requirements and are scalable and reliable.
Resolve production incidents when required.
Conduct research and stay up-to-date with industry trends and emerging technologies, making recommendations for their adoption as appropriate.
Ensure that all engineering work is completed in compliance with industry regulations and standards.

Qualifications

Bachelor's or Master’s degree in Computer Science or a related field.
12+ years of experience architecting and implementing highly-available, reliable, secure SaaS applications, expertise in Microservices based architecture, AWS, Java, Data streaming technologies, Databases, APIs, Messaging queues, Caches, CI/CD, Telemetry.
Expertise with cloud telephony, UCaaS, CCaaS, SIP, SBC, integration with CPaaS providers.
Experience with one or more database technologies (ex: PostgreSQL, MySQL, MongoDB, Redis, Elasticsearch).
Experience with Docker/Kubernetes container technologies.
Experience with REST API design and implementation.
Experience with the design and development of scalable web applications.
Experience working with a variety of SaaS engineering tools and software.
Passion for producing clean, standards-compliant, secure code.
Deep understanding of the design and development of Service Oriented Architecture (SOA, API).
Advocate for automated unit and API testing, continuous integration and safe deployment practices.
Fearless about learning new technologies and technical approaches to application development.
Excellent written and verbal communication skills.

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.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.