Talkdesk Administrator IRC274258

GlobalLogic

  • Slovensko
  • Trvalý pracovný pomer
  • Plný úväzok
  • Pred 14 dňami
DescriptionWe are seeking an experienced Talkdesk Administrator with a proven track record in complex IVR enhancements, redesigns, and optimization to join our team. This role will be responsible for administering and maintaining our Talkdesk platform, ensuring system stability, and driving improvements to our IVR architecture to enhance customer experience and operational efficiency.The ideal candidate will combine technical expertise in Talkdesk administration with hands-on experience in IVR design, call flow development, and integration with backend systems. You will work closely with cross-functional teams including Customer Support, IT, and Business Operations to deliver high-quality solutions.RequirementsRequired:
  • 3+ years of hands-on Talkdesk administration experience.
  • Proven experience in complex IVR design, enhancement, and optimization.
  • Strong understanding of call routing strategies, ACD, and contact center operations.
  • Experience with Talkdesk Studio or similar IVR design tools.
  • Knowledge of API integrations and working with backend data sources.
  • Excellent analytical, troubleshooting, and problem-solving skills.
  • Strong communication skills for translating business requirements into technical solutions.
  • Customer-focused mindset with an emphasis on user experience in IVR design.
  • Ability to balance technical precision with business priorities.
  • Collaborative approach to working with cross-functional teams.
  • Strong attention to detail and commitment to quality.
Preferred:
  • Experience integrating Talkdesk with Salesforce or other CRMs.
  • Familiarity with speech recognition technologies and conversational AI in IVR environments.
  • Knowledge of workforce management, call analytics, and quality monitoring tools.
Job responsibilities
  • Serve as the primary administrator for the Talkdesk environment, including user provisioning, permissions management, and license optimization.
  • Configure and maintain call routing, ring groups, queues, and other Talkdesk settings.
  • Monitor system performance, troubleshoot issues, and coordinate with Talkdesk support for resolution.
  • Manage integrations between Talkdesk and other enterprise systems (e.g., CRM, ticketing, analytics platforms).
  • Maintain system documentation, configurations, and change logs.
IVR Design & Optimization * Lead the redesign and enhancement of complex IVR call flows to improve customer self-service and reduce call handling time.
  • Develop, test, and deploy IVR menus, prompts, and routing logic using Talkdesk Studio or other IVR tools.
  • Collaborate with business stakeholders to gather requirements and translate them into intuitive, user-friendly IVR designs.
  • Leverage call analytics to identify bottlenecks, drop-off points, and improvement opportunities.
  • Integrate IVR workflows with backend systems (e.g., databases, APIs) to enable dynamic, data-driven routing and personalization.
Operational Support & Continuous Improvement * Partner with Customer Support leadership to align IVR strategy with business objectives and service-level goals.
  • Conduct periodic IVR audits to ensure accuracy, compliance, and optimal performance.
  • Train internal teams on new IVR features, changes, and best practices.
  • Stay current with Talkdesk product updates, emerging IVR technologies, and contact center best practices.
What we offerCulture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you'll experience an inclusive culture of acceptance and belonging, where you'll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.Learning and development. We are committed to your continuous learning and development. You'll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you'll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what's possible and bring new solutions to market. In the process, you'll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you're placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.About GlobalLogicGlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution - helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.

GlobalLogic