Director, Systems Integration & Technology

At Talkdesk, we are courageous innovators focused on helping organizations around the world create better customer experiences. Our AI-powered cloud contact center solutions optimize our customers’ most critical customer service processes. We are recognized as a Contact Center as a Service (CCaaS) leader by influential research organizations including Gartner. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 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.

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.

The Director, Systems Integration & Technology will be responsible for building a team of Systems Integration Engineers, driving the strategy and implementation of transformational projects, and managing the technical support operations of systems integration and technology that help run our Front Office and Back Office teams including Accounting, Finance, HR, Legal, Marketing, Sales, Support, and Success.

This is a unique and exciting time at Talkdesk, and you will have the opportunity to forge a path as part of the Business Systems & Technology leadership team. Initially, this will be a hands-on position by selecting an integration platform and assisting in the transformation of a complicated provisioning and billing automation project. Additionally, over the next 6-12 months, you will be tasked to build a world-class team of Systems Integration Engineers who will help in achieving Talkdesk’s product objectives for Business Systems & Technology. Ongoing, this person will lead the Systems Integration team to ensure Talkdesk has a consolidated product roadmap and a strategy for fulfilling business demands today and for the future. This individual must excel at building, leading, and mentoring teams and thrive in an environment where this person is given freedom to lead while also being held accountable for results

Who You Are

• You love product strategy and how to adapt frameworks to meet the needs of the technical and business needs
• You think about the tradeoffs between risk tolerance and common sense
• You are an amazing communicator and effective influencer. People trust and follow you.
• You are a self-starter. You like to understand the expected outcome, get the context, and then work entrepreneurially to get it done.
• You understand how to navigate complex business and interpersonal issues in a fast-paced environment
• You don’t see problems, you see opportunities and are energized by coming up with multiple solutions to solve challenges

Responsibilities

• Possess solid understanding of IT (including application programming, database and system design) and business environments
• Work in an agile environment to lead a team that builds high quality, well-tested solutions that meet/exceed the project timelines and objectives
• Actively drives the development life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support.
• Proven track record as a successful technology leader with extensive experience in integration platforms
• Partner with business leaders globally to translate their business priorities into technical solutions, drive simplification and alignment across stakeholders
• Deep business acumen of business processes that supports our Front Office and Back Office teams including Accounting, Finance, HR, and Legal, Marketing, Sales, Support, and Success.
• Interface and partner with Senior Management
• Assist in driving Order-to-Cash, Procure-to-Pay, Accounting-to-Financial Reporting, Recruit-to-Hire, and Hire-to-Retire value streams and process management knowledge
• Keep abreast of current and future trends in technology that supports our Front Office and Back Office teams including Accounting, Finance, HR, and Legal, Marketing, Sales, Support, and Success.
• Collaborate with internal and external partners for the definition, planning, modeling, governance, and implementation of integration technology capabilities
• Collaborate with stakeholders and partners to integrate data and capabilities with other business systems
• Identify and lead the implementation of new solutions across our Business Systems & Technology teams to ensure that they are organized and delivered in a way to achieve maximum business value

Preferred Background

• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
• 5+ years of experience on an iPaaS platform is a must
• Bachelor's Degree in Computer Science or related field
• Solid experience with integration between multiple, highly complex systems
• Demonstrated experience writing Web Services, RESTFUL, or SOAP, as well as experience writing fault-tolerant code.
• 10+ years of Integration Systems experience
• Experience in pre-IPO companies and understanding the controls and processes that must be in place to support compliance initiatives such as SOX
• Excellent verbal and written communication skills and the ability to work equally well in self-managed and team-based Agile/Scrum projects
• Experience in SaaS
• 5+ years at Sr. Manager level or above in leading Integration Systems teams
• Experience in using Python as a data integration solution and knowing when to use custom development or an off the shelf solution for building integrations
• 5+ years of hands-on experience with the real-time and enterprise level integration with applications such as Salesforce, NetSuite, Zuora, Coupa, AWS, Snowflake and Workday
• Experience in application architecture and making rational buy vs. build and interface decisions
• Deep knowledge, understanding, and experience in implementing and maintaining systems integration tools such as Boomi, Mulesoft, SnapLogic, FiveTran, DBT, Workato

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.