CCaaS Solutions Administrator

Primary Skills : Talkdesk CCaaS Contact Center Administrator with strong expertise in custom integrations, workflow design, and JavaScript development is mandatory. Talkdesk certified engineers are highly preferred.

JD is below :

Own daytoday administration of Talkdesk including routing profiles Studio flows and omnichannel setup

Design and optimize Talkdesk Studio call flows IVR menus callbacks and skillsbased routing

Develop custom functions and actions using JavaScript within Talkdesk Studio

Build and maintain custom integrations using Talkdesk REST APIs webhooks and iPaaS tools

Implement eventdriven automation and integrate with CRM ITSM and other 3rd party admin platforms

Ensure platform reliability compliance and security including PCI DSS and GDPR

Collaborate with CX teams to increase automation coverage and virtual agent containment

Extensive knowledge of the best practice Code Review systems and troubleshooting Assisting in testing and UAT efforts

Knowledge of Agile project delivery techniques tools and models

Coordinate and work with clients Onshore offshore other Partner teams to deliver the projects on time with quality

Lead incident response and mentor junior admins contribute to transformation efforts SOPs runbooks and standards

Document configurations workflows and integration logic for internal knowledge base

Required Qualifications

10-12 years in Contact Center Unified Communications CX technology roles

5 years handson with Talkdesk or similar CCaaS platforms

Expert in Talkdesk Studio flow design and omnichannel configuration

Strong experience with REST APIs OAuthSAMLSCIM and iPaaS tools

Solid understanding of CX Cloud concepts and call quality metrics

Demonstrated observability and analytics skills

Nice to Have

Experience with NICE CXone Genesys Cloud CX Five9 Amazon Connect etc

Handson with virtual agents and LLM integrations

Exposure to virtual agents AI integrations WFMQM and speech analytics

Network fundamentals for voice and firewall policies

CICD for configuration and automated validation

Tools Tech Stack

Talkdesk Studio Explore Admin console Virtual Agent features

Enterprise Apps Salesforce other Admin Systems

IdentitySecurity AWS IAM Azure AD Okta SSOSAML SCIM

Integration REST APIs Webhooks iFrames

Scripting Hands on Experience on Java scripting HTML CSS

Functional understanding of Python or Nodejs

MonitoringLogs CloudWatch Elastic Datadog