Talkdesk
Healthcare and Life Sciences
SeniorSolutionConsultant-HLS
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“Senior Solution Consultant - HLS at Talkdesk. Skills: CXA, CCaaS, Epic integration, Healthcare. Lead strategic implementations of CXA and CCaaS solutions. serve as the primary technical resource for clients”
What You'll Achieve.
drive the implementation of cutting-edge CXA and CCaaS solutions; support excellence during implementation; meet customer use cases; ensure integrations are secure, reliable, and aligned; scale integration delivery; enhance integration expertise across the organization; ensure technical alignment and project success; deliver updates that align with customer needs; streamline deployment; ensure consistent implementation quality; providing long-term guidance on CXA strategy and success; drive meaningful impact
Industry & Context.
problem-solving skills; troubleshoot complex workflows; troubleshoot data exchange processes
What They're Looking For.
Must Have
5+ years in Professional Services, Consulting, or IT/Software Development, 3+ years of hands-on Epic integration experience within healthcare systems, JavaScript, MUMPS (M), Python, SQL, English
Nice to Have
Bachelor's degree in a technical field or significant professional experience in a technical role, focus on AI or automation solutions in a SaaS environment, Experience working with or integrating Electronic Health Record (EHR) systems (e. g. , Cerner, Allscripts, eClinicalWorks, Athenahealth), Knowledge of healthcare compliance frameworks (e. g. , HIPAA, HITECH, CMS guidelines), understanding of AI-driven automation use cases, Experience working with cross-functional teams in pre-sales, implementation, and/or customer success contexts, Excellent communication and stakeholder management skills, executive presence, problem-solving skills, proactive, outcome-driven mindset, consultative approach, ability to communicate technical concepts to people of all backgrounds and skill levels, Mature demeanor and positive attitude, discretion and sensitivity when interacting with clients, Client management experience, Engaging personality, polished verbal and written communication skills, meticulous attention to detail, Highly organized self-starter, Ability to work cross-functionally in a fast-paced environment, Fluency in written and spoken Portuguese, Spanish, French, German, Basic knowledge of building or optimizing conversational agents, chatbots, or virtual assistants, Familiarity with CRM systems (Salesforce, Zendesk and other), Contact Center Solutions, Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
What You'll Do.
Lead strategic implementations of CXA and CCaaS solutions
serve as the primary technical resource for clients
and deployment of integrations
Develop and troubleshoot complex workflows
Ensure integrations are secure
Act as an internal Subject Matter Expert (SME)
Develop reusable assets
best practice documentation
Mentor and train Professional Services and cross-functional teams
Provide guidance and hands-on support
Collaborate with internal teams
Contribute to the ongoing development of CXA specific templates
Act as a trusted advisor to stakeholders
How You'll Work.
Team & Collaboration
Collaborate with internal teams (e.g., Product, Support); Mentor and train Professional Services and cross-functional teams; Provide guidance and hands-on support to internal teams, external partners, and customers
Communication Scope
Excellent communication; stakeholder management skills; executive presence; ability to communicate technical concepts to people of all backgrounds and skill levels; polished verbal and written communication skills
Full Job Description
As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services (PS) organization, you will provide a white-glove experience and drive the implementation of cutting-edge CXA and CCaaS solutions for healthcare and life sciences customers that align with strategic objectives and support excellence during implementation. Primary Responsibilities Lead strategic implementations of CXA and CCaaS solutions with new and existing customers that meet customer use cases, leveraging industry knowledge, product expertise, and best practices. As a billable resource, you will serve as the primary technical resource for clients during projects, focused on the design, development, and deployment of integrations with major EHR/EMR systems, with an emphasis on Epic. Develop and troubleshoot complex workflows and data exchange processes (e.g., HL7, FHIR). Ensure integrations are secure, reliable, and aligned with industry and regulatory standards. Act as an internal Subject Matter Expert (SME) for Epic and other systems like EHRs (e. g. Cerner, Athenahealth)Develop reusable assets, best practice documentation, and knowledge base content to scale integration delivery.Mentor and train Professional Services and cross-functional teams to enhance integration expertise across the organization. Provide guidance and hands-on support to internal teams, external partners, and customers during the Implementation of Talkdesk CXA and CCaaS products, ensuring technical alignment and project success. Collaborate with internal teams (e.g., Product, Support) to address feature requests, resolve issues, and deliver updates that align with customer needs. Contribute to the ongoing development of CXA specific templates, playbooks, and best practices to streamline deployment and ensure consistent implementation quality. Act as a trusted advisor to stakeholders, building relationships with executives and providing long-term guidance on CXA strategy and success. Preferred Background: Bachelor'
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