Senior Solutions Consultant - Life Sciences

Talkdesk

2d • $136,000 - $205,000

About The Position

As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services organization, you will provide a white-glove customer experience and lead implementation of Customer Experience Automation (CXA) and Contact Center as a Service (CCaaS) solutions for healthcare and life sciences customers. The role focuses on aligning implementations with customer strategic objectives and delivering technical excellence.

As a billable resource and primary technical contact during client projects, you will design, develop, and deploy integrations with life sciences CRM and healthcare EHR/EMR systems, with particular emphasis on Salesforce Life Sciences Cloud, Veeva Vault, or Epic. You will develop and troubleshoot workflows and data exchanges, ensure integrations align with security and regulatory standards, and serve as a subject matter expert in relevant systems and patient and healthcare professional experiences.

You will also create reusable integration assets and documentation, mentor internal teams and partners, collaborate across Talkdesk to resolve issues and address customer needs, and advise stakeholders on CXA strategy. The position calls for strong technical consulting, communication, organization, and client-management skills in a fast-paced, cross-functional environment.

The work is primarily in an office environment and involves extended periods of sitting or standing and computer-based work. Lifting is limited, and equipment use is limited to computer-related equipment. Talkdesk describes an inclusive culture centered on empathy, acceptance, and diverse perspectives.

Requirements

• Bachelor's degree in a technical field or significant professional experience in a technical role.
• At least 3 years of experience in Professional Services, Consulting, or IT/Software Development, focused on AI or automation solutions in a SaaS environment.
• At least 3 years of hands-on Epic integration experience within healthcare systems or experience with life sciences CRM solutions such as Veeva Vault or Salesforce Health/Life Sciences Cloud; the posting marks this experience as required.
• Experience working with healthcare or life sciences customers, including pharmaceutical, biotechnology, or medical/diagnostic device companies.
• Knowledge of healthcare and life sciences compliance frameworks such as HIPAA, HITECH, CFR Part 11, or CMS guidelines.
• Strong 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, including executive presence.
• Strong problem-solving skills and a proactive, outcome-driven mindset.
• Consultative approach and ability to explain technical concepts to people with varied backgrounds and skill levels.
• Mature demeanor, positive attitude, discretion, and sensitivity when interacting with clients; client management experience is highly valued.
• Engaging personality, polished verbal and written communication, and meticulous attention to detail.
• Highly organized and self-directed, with the ability to work cross-functionally in a fast-paced environment.
• Fluency in written and spoken English.
• Ability to work with languages such as JavaScript, MUMPS (M), Python, or SQL.

Nice To Haves

• Experience integrating Electronic Health Record systems such as Cerner, Allscripts, eClinicalWorks, or Athenahealth.
• Fluency in written and spoken Portuguese, Spanish, French, or German.
• Basic knowledge of building or optimizing conversational agents, chatbots, or virtual assistants.
• Familiarity with CRM systems such as Salesforce or Zendesk and/or contact center solutions.
• Familiarity with GxP systems validation and CFR Part 11 compliance.
• Experience with diagramming or flowchart software such as Visio or Lucidchart.

Responsibilities

• Lead strategic implementations of CXA and CCaaS solutions for new and existing customers, applying industry knowledge, product expertise, and best practices.
• Serve as the primary technical resource for clients during projects, designing, developing, and deploying integrations with life sciences CRM and EHR/EMR systems.
• Develop and troubleshoot complex workflows and data exchange processes, including HL7 and FHIR.
• Ensure integrations are secure, reliable, and aligned with industry and regulatory standards.
• Act as an internal subject matter expert for Epic and other EHR systems, or life sciences CRM solutions.
• Develop reusable assets, best-practice documentation, and knowledge base content to scale integration delivery.
• Serve as an internal subject matter expert in life sciences commercial or clinical areas related to patient and healthcare professional experiences.
• Mentor and train Professional Services and cross-functional teams to improve integration expertise.
• Provide guidance and hands-on support to internal teams, external partners, and customers during implementation of Talkdesk CXA and CCaaS products.
• Collaborate with internal teams, including Product and Support, to address feature requests, resolve issues, and deliver customer-aligned updates.
• Contribute to CXA templates, playbooks, and best practices that streamline deployment and promote consistent implementation quality.
• Build stakeholder relationships, advise executives, and provide long-term guidance on CXA strategy and success.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Employee Assistance Program (EAP).
• 401(k) plan.
• Uncapped paid time off for exempt employees, subject to manager approval and business needs; non-exempt employees receive accrual-based paid time off.
• 14 paid holidays each year.
• Paid sick leave, subject to the stated employee classification and accrual or paid-time-off terms.
• Employees may be eligible for long-term equity incentives and short-term bonus or commission incentives, depending on level and role.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior