Senior Forward Deployed Engineer II

Talkdesk•Durham, NC

About The Position

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences. We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth. At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker. Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others. Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures. Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward. Talkdesker: YOU! The Senior Forward Deployed Engineer II (FDE) is a high-impact technical leader responsible for translating the immense power of Talkdesk's Agentic AI platform into transformative, production-grade solutions for our strategic enterprise customers . You are a unique blend of a highly experienced software engineer, a technical project lead, and a hands-on builder . You own the technical execution for deployments, mitigate technical risks , and drive successful customer outcomes across assigned projects . This role is for the experienced builder who excels in high-stakes, customer-facing environments and is passionate about defining the future of Customer Experience Automation.

Requirements

Minimum of 5-7 years of progressive experience in software or solution engineering, with at least 1+ years focused on architecting and deploying AI/ML/Agentic solutions.
Strong Experience in Agentic AI System Architecture: Proven experience in the design and end-to-end implementation of complex multi-agent systems, encompassing sophisticated planning, memory, and tool-use frameworks.
Proficiency in Javascript, Python, Typescript and other relevant languages with a focus on writing secure, scalable, and tested production code.
Deep expertise in systems integration (APIs, webhooks, message queues) and data architecture to ensure secure, compliant, and performant data flow for the agent across complex customer environments.
Strong proficiency in prompt engineering, model optimization, and designing systems where agents collaborate to achieve complex outcomes.
Proven ability to build credibility and consensus with customer executives, lead technical discussions, and drive alignment across internal and external teams.

Nice To Haves

Experience with Retrieval-Augmented Generation (RAG) systems, including hands-on experience with vector databases (e.g., Pinecone, Weaviate, Milvus).
Experience with Healthcare / Financial Services systems are a plus.
Prior experience in the Contact Center (CCaaS), Unified Communications (UCaaS), or Customer Experience (CX) industry.

Responsibilities

Technical Project Leadership & Architecture: Act as the technical lead for complex deployments . Design and implement the architectural blueprint for AI agent solutions, manage cross-system dependencies, and ensure designs meet stringent enterprise standards for security and scale.
Hands-On Engineering & Delivery: Write production-grade code and leverage Talkdesk and 3rd-party APIs/SDKs to design, build, test, and deploy AI agents. Drive the execution from prototype through to production deployment, ensuring technical quality.
Technical Consultation & Alignment: Serve as a trusted technical expert for our AI solutions. Confidently address deep technical inquiries, mitigate technical risk, and build trust with customer Engineering Directors, and technical architects.
Influence Product & Engineering Roadmap: Synthesize and codify deployment learnings into reusable solution patterns and tooling. Provide actionable feedback to core Product and Engineering teams to help inform future product direction.
Technical Guidance: Mentor junior FDEs and technical specialists on best practices for complex AI architecture, production quality, and client-facing technical delivery.

Benefits

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP)
401(k) plan
Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
Talkdesk offers 14 paid holidays each year.
Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

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