CCaaS Administrator

AppFolio • Santa Barbara, CA

5d • $70,400 - $88,000

About The Position

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves. The Talkdesk Administrator will Manage our Talkdesk Call Center software, acting as a System administrator and strategic advisor for our global enterprise Call Center platform. As the Talkdesk Administrator at Appfolio you will manage the implemented portfolio of Talkdesk AI solutions while supporting internal users and external partners with administration, configuration, testing, training and and on going deployment support for implemented Talkdesk products.

Requirements

• Administering Talkdesk platforms in an enterprise ecosystem with a focus on integrations with Salesforce and other CRM systems.
• Have excellent written and verbal communication skills with a strong customer orientation.
• Proven track record managing a globally distributed company’s call center.
• Understanding of SIP, RTP, WebRTC, and TCP/IP.
• Expert-level experience with CRM integrations.
• Familiarity and experience with building and maintaining various Talkdesk apps like Studio flows, modules, Knowledge Management, Talkdesk Copilot, Talkdesk Digital Engagement, Virtual Agents, etc.
• Experience in configuring and maintaining third party connections to Talkdesk via Talkdesk’s Connections Platform.
• Fundamental understanding of REST API’s, API schema’s and authentication mechanisms supported.
• Must Have 5+ years in Technical Account Management, Customer Success, or IT Administration, with 3+ years specifically focused on the Talkdesk platform.
• Strong written and verbal communication skills.

Nice To Haves

• Talkdesk Certified Administrator or equivalent highly preferred.

Responsibilities

• Lead and manage our strategic implementations of Talkdesk Core Product and AI solutions, leveraging product expertise and best practices.
• Provide guidance and hands-on support to internal teams and external partners during and after the implementation of Talkdesk products, ensuring technical alignment and project success.
• Collaborate closely with the Talkdesk implementation and support teams to address AI-specific challenges and align implementation and change management efforts with best practices.
• Drive post-implementation success and internal user adoption by providing strategic guidance, best practices, and actionable recommendations.
• Collaborate with internal teams (e.g., Product, Applications, Integrations) to configure additional Talkdesk flows or features, address product requests and issue triage by communicating with the Talkdesk Support team

Benefits

• The compensation that we reasonably expect to pay for this role is: $70,400 - $88,000 [base pay / OTE].
• The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.
• Please note that compensation is just one aspect of a comprehensive Total Rewards package.
• The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.
• Regular full-time employees are eligible for benefits - see here

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed