Note: The job is a remote job and is open to candidates in USA. Talkdesk is pioneering a new era of Customer Experience Automation (CXA), and they are seeking a Senior Solutions Consultant - HLS to drive the implementation of CXA and CCaaS solutions for healthcare and life sciences customers. This role involves leading strategic implementations, serving as the primary 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
- 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
- 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
- 3+ years of hands-on Epic integration experience within healthcare systems (required)
- 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
- Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
- Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
- 401(k) plan
- Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
- Talkdesk offers 14 paid holidays each year.
- Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
Company Overview
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