Senior Solution Architect

About the role

As a , you will play a vital role in designing and implementing complex software solutions that meet both client and organizational needs. Your responsibilities will include working closely with sales teams, clients, product managers, and engineering teams to understand detailed business requirements and translate them into effective technical solutions. You will be responsible for creating comprehensive Statements of Work, guiding implementation strategies, and ensuring solutions align with business goals. Additionally, you will serve as a mentor to junior architects and engineers, providing technical guidance and sharing best practices. Your expertise will help improve departmental methodologies, tools, and processes to enhance overall quality and efficiency. This role requires a proactive approach, strong communication skills, and the ability to thrive in a fast-paced, dynamic environment.

Key facts

What you'll do

• Conduct discovery sessions with sales and client teams to gather detailed and accurate business requirements, ensuring a thorough understanding of client needs and expectations.
• Collaborate with clients to design tailored solutions that effectively address their unique challenges, offering expert advice, best practices, and innovative ideas to optimize their customer experience.
• Develop detailed Statements of Work (SOW) that clearly outline all project requirements, deliverables, timelines, tasks, and associated pricing, ensuring clarity and alignment with client expectations.
• Work closely with Talkdesk's product, implementation, and sales teams to identify potential challenges, bridge gaps, and refine the SOW process, contributing to smoother project execution.
• Acquire in-depth knowledge of Talkdesk's products and solutions, and collaborate with product management and engineering teams to identify gaps, suggest improvements, and prioritize new features for the product roadmap.
• Translate complex client requirements and program details into clear, actionable communication for internal teams, ensuring alignment between client goals and Talkdesk's offerings.
• Contribute to the development and refinement of departmental methodologies, tools, and best practices aimed at improving quality, consistency, and efficiency across projects.
• Use your technical expertise to identify opportunities for process improvements, automation, and technical solutions that can streamline workflows and enhance service delivery.
• Assist in the onboarding and training of new team members, sharing knowledge about solutions architecture, client engagement, and project management best practices.
• Support sales teams during pre-sales activities by providing technical insights, solution demonstrations, and feasibility assessments to help close deals effectively.
• Maintain strong relationships with clients throughout the project lifecycle, ensuring their needs are met and expectations are managed effectively.
• Stay current with industry trends, emerging technologies, and best practices related to customer experience, contact center solutions, and SaaS platforms to bring innovative ideas into the organization.

Requirements

• 3-5 years of experience in Professional Services, Consulting, or a similar client-facing role, or at least 5 years managing IT projects within a SaaS environment.
• Proven experience working with customer experience (CX), contact center as a service (CCaaS), and/or unified communications as a service (UCaaS) solutions.
• Experience in software implementation, integration, or coding is advantageous, demonstrating technical proficiency.
• Strong knowledge of Web Services, including REST, SOAP, and WSDL, with the ability to create, manage, and troubleshoot these interfaces.
• Demonstrated success in managing and delivering complex IT projects for enterprise-level clients, ensuring timely and within-budget delivery.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts clearly to clients and internal teams of varying technical backgrounds.
• Strong problem-solving skills and a proactive approach to identifying and resolving technical and process challenges.
• A solid understanding of SaaS deployment, integration, and configuration processes.
• Ability to work effectively in a fast-paced startup environment, managing multiple priorities and adapting quickly to changing requirements.
• Experience with Salesforce and other CRM systems is preferred, as it enhances client engagement and solution customization.
• A mature, positive attitude with discretion and sensitivity when dealing with clients and internal stakeholders.
• High attention to detail, organizational skills, and the ability to produce clear, comprehensive documentation.
• Willingness to learn and stay updated on new technologies, industry standards, and best practices relevant to the role.

Nice to have

• Prior experience working directly with contact center or unified communications platforms, understanding their architecture and deployment.
• Knowledge of scripting or programming languages relevant to SaaS integrations and automation.
• Familiarity with project management tools and methodologies such as Agile or Scrum.
• Experience working with enterprise clients across various industries, understanding their specific needs and challenges.
• Certification in relevant technologies or project management (e.g., PMP, TOGAF, or vendor-specific certifications) is a plus.

Skills & tools

• Customer experience (CX) solutions
• Contact Center as a Service (CCaaS)
• Unified Communications as a Service (UCaaS)
• Web Services (REST, SOAP, WSDL)
• Salesforce or other CRM systems
• Solution design and architecture
• Project management and client engagement
• Technical documentation and SOW development
• Problem-solving and process improvement techniques

Practical notes

• This role is based remotely; candidates should be prepared to work on a full-time basis from any location.
• The salary range (OTE) is $136,000 to $204,000, with potential for additional incentives such as equity, bonuses, or commissions depending on performance and role level.
• Benefits include comprehensive health insurance coverage, including Medical, Dental, Vision, Life, and Disability Insurance, along with an Employee Assistance Program (EAP).
• Employees are eligible to participate in a 401(k) retirement plan, supporting long-term financial planning.
• Talkdesk offers an uncapped paid time off policy for exempt employees and an accrual-based paid time off program for non-exempt employees, both subject to managerial approval and business needs.
• The company observes 14 paid holidays each year, providing employees with time to rest and recharge.
• Paid sick leave policies are in place, with exempt employees enjoying uncapped paid time off, and non-exempt employees accruing sick leave based on hours worked, both requiring managerial approval.
• Interested candidates should apply online through the designated application portal.
• The application window is expected to close at least 7 days after the posting date, which is March 24, 2026.
• For any questions or further information about the role, candidates can reach out to the Talent team at Talent@talkdesk.com.
• Candidates should ensure their application materials highlight relevant experience, certifications, and skills aligned with the role's requirements.
• Given the global nature of Talkdesk, candidates from diverse backgrounds are encouraged to apply, provided they meet the role's criteria and are eligible to work in the specified location.