Principal Consultant - Customer Enablement

About the role

In this role, you will be instrumental in maximizing the value of Talkdesk's platform for our customers by focusing on the effective use of AI and other platform capabilities. You will serve as a key resource for internal teams, customers, and partners, providing expert guidance, training, and support to ensure they can fully leverage Talkdesk solutions. Your work will involve understanding complex platform features, especially AI functionalities, and translating that knowledge into actionable insights and enablement strategies. The goal is to enhance customer experience, improve contact center operations, and drive adoption of Talkdesk's innovative features. This position requires a proactive approach to identifying customer needs, delivering tailored training, and collaborating across teams to influence product development and customer success initiatives.

Key facts

What you'll do

• Develop a deep understanding of the Talkdesk platform, with a particular emphasis on its AI capabilities, to support customer success and operational excellence.
• Design, develop, and deliver comprehensive technical training programs for internal teams, including Sales, Customer Success, and Product, as well as for external customers and partners. These trainings will focus on how to utilize Talkdesk's AI features to improve contact center performance and customer satisfaction.
• Conduct live workshops, webinars, and one-on-one coaching sessions to ensure users are proficient in deploying Talkdesk solutions effectively.
• Collaborate closely with Product, Engineering, Sales, and Customer Success teams to ensure enablement strategies are aligned with product roadmaps and customer needs. Provide feedback from customers and internal teams to inform product enhancements and new feature development.
• Assist customers during onboarding and implementation phases, guiding them through integration processes, including API configurations, webhooks, and automation workflows.
• Offer expert advice on best practices for integrating Talkdesk with other systems and platforms, including middleware solutions, to ensure seamless operation.
• Evaluate existing customer use cases and platform configurations to identify opportunities where AI can be applied to automate tasks, enhance workflows, or improve overall contact center efficiency.
• Serve as a subject matter expert on Talkdesk's AI features, providing technical support and troubleshooting assistance to internal teams and customers.
• Collect and analyze feedback from users regarding platform usability, AI effectiveness, and feature requests, then communicate insights to product teams for continuous improvement.
• Support the creation of documentation, knowledge base articles, and training materials to facilitate ongoing learning and self-service support for users.
• Act as a senior resource for complex technical inquiries related to Talkdesk platform and AI capabilities, providing solutions and guidance to resolve issues efficiently.
• Promote the adoption of Talkdesk's AI features by demonstrating their value through case studies, success stories, and tailored enablement sessions.
• Maintain up-to-date knowledge of industry trends, emerging technologies, and best practices in contact center AI and customer experience to continually enhance enablement programs.

Requirements

• A minimum of 5 years of experience working in customer experience, contact center technology, or a related field, with a strong focus on AI applications and cloud contact center platforms.
• Proven ability to analyze complex systems and identify opportunities for AI-driven enhancements that deliver measurable business value.
• Experience in promoting SaaS solutions, especially those with AI functionalities, and guiding customers through adoption and integration processes.
• Excellent communication skills, with the ability to present technical concepts clearly and persuasively to diverse audiences, including non-technical stakeholders.
• Strong facilitation skills for delivering engaging training sessions, workshops, and webinars.
• Demonstrated problem-solving skills and a proactive mindset to identify enablement gaps and develop effective solutions.
• Experience working directly with clients and internal teams to gather feedback, troubleshoot issues, and influence product development.
• Ability to collaborate effectively across departments, influencing decision-making and driving initiatives that improve customer satisfaction and platform adoption.
• Familiarity with APIs, webhooks, and automation tools used in contact center integrations.
• Knowledge of the Talkdesk platform and its core features, especially AI modules, is highly desirable.
• Fluency in English is required; proficiency in additional languages such as French, Spanish, or Portuguese is a plus.

Nice to have

• Background in product management, technical consulting, or solutions architecture within the contact center or customer experience industry.
• Experience with data analysis and metrics to evaluate AI effectiveness and customer success outcomes.
• Familiarity with middleware solutions and automation scripting, including JavaScript, to support custom integrations and workflows.
• Knowledge of industry standards and best practices related to contact center AI, customer journey optimization, and digital transformation initiatives.

Skills & tools

• Talkdesk platform
• AI technologies and applications
• APIs and webhooks
• Middleware solutions
• JavaScript for automation and scripting

Practical notes

• This position is based on-site in Denver and is not listed as remote or hybrid. Candidates must be willing to work at the Denver office.
• The role is eligible for work visa sponsorship, supporting qualified candidates who require visa assistance.
• A competitive benefits package is offered, including health insurance, paid time off, and other standard employee benefits.
• Interested applicants are encouraged to apply promptly, as the company seeks to fill this role with a qualified candidate quickly.
• Candidates should be prepared to demonstrate their expertise in platform enablement, AI applications, and customer training during the interview process.