Note: The job is a remote job and is open to candidates in USA. Talkdesk is pioneering a new era of Customer Experience Automation, and they are seeking a Senior Solutions Consultant - HLS to drive the implementation of CXA and CCaaS solutions for healthcare and life sciences customers. The role involves leading strategic implementations, serving as a technical resource, and ensuring successful integration with major healthcare systems.
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
Skills
- 3+ years of hands-on Epic integration experience within healthcare systems (required)
- Bachelor's degree in a technical field or significant professional experience in a technical role
- 5+ years in Professional Services, Consulting, or IT/Software Development, with a 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) a plus
- Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines)
- Languages such as: JavaScript, MUMPS (M), Python, SQL
- 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
- A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
- Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience is highly valued
- Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
- Highly organized self-starter that seeks challenging opportunities
- Ability to work cross-functionally in a fast-paced environment
- Fluency in written and spoken English
Benefits
- Long term incentives in the form of equity
- Short term incentives of either bonus or commission
- Medical, Dental, Vision, Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off program for exempt employees
- Accrual-based program for non-exempt employees
- 14 paid holidays each year
- Non-exempt sick leave follows accrual standards
Company Overview
Company H1B Sponsorship