{"id":2802470,"url":"https://alion.io/job/hurix-talkdesk-solution-architect-2","title":"Talkdesk Solution Architect","company":{"id":2061797,"name":"Hurix","domain":"hurix.com","url":"https://alion.io/company/hurix","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"WP Job Openings","truth_index":{"grade":"C","score":60,"open_postings":24,"ghost_share":0.667,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Solutions","role_family":"Solutions","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":50000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":36},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"HIPAA","optional":false},{"name":"Node JS","optional":false},{"name":"PCI DSS","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"JavaScript","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-08-12T12:50:58Z","employer_posted_date":null,"last_verified_at":"2026-08-12T12:50:58Z","board_verified":false,"closed_at":null,"days_open":72,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":72},"description":"Talkdesk Solution Architect / Lead:\n\nThe Talkdesk Solution Architect / Lead will establish and lead Hurix's Talkdesk implementation and integration capability.\n\nThe role will own end-to-end solution architecture, product configuration strategy, enterprise integrations, technical governance, and delivery quality for Talkdesk CX Cloud programs. The incumbent will translate contact-centre business needs into secure, resilient, supportable, and scalable solutions across voice, IVR, digital channels, routing, campaigns, workforce and quality management, analytics, and AI-enabled automation.\n\nThis is a hands-on, client-facing leadership role that works closely with pre-sales, business analysis, Talkdesk administration, integration engineering, QA, project management, security, DevOps, and change-management teams.\n\nKEY RESPONSIBILITIES:\n\n1. Solution Architecture and Discovery:\n\n- Lead discovery workshops, current-state assessments, requirement clarification, and target-state solution design for enterprise contact-centre transformation programs.\n\n- Define end-to-end architectures covering voice, IVR, automatic call distribution, skills-based routing, queues, campaigns, digital channels, recording, workforce management, quality management, analytics, and AI capabilities.\n\n- Produce and maintain solution blueprints, high-level and low-level designs, interface specifications, non-functional requirements, decision logs, migration plans, and deployment roadmaps.\n\n- Evaluate design options and recommend solutions that balance customer experience, operability, scalability, availability, security, cost, and implementation complexity.\n\n2. Talkdesk Configuration and Telephony Design:\n\n- Own the Talkdesk CX Cloud configuration strategy and provide design oversight for Talkdesk Studio flows, users, roles, permissions, numbers, queues, routing profiles, schedules, campaigns, dashboards, workspaces, and platform settings.\n\n- Establish reusable configuration standards, naming conventions, release controls, rollback approaches, and environment-management practices.\n\n- Guide telephony design across SIP, PSTN, DID numbers, number provisioning and porting, carrier coordination, call routing, business continuity, and failover.\n\n- Review complex call flows and configuration changes to ensure they meet functional, operational, and governance requirements.\n\n3. Enterprise Integrations and Data Flows:\n\n- Design secure integrations using REST APIs, OAuth 2.0, JSON, webhooks, and platform-supported connectors.\n\n- Lead integration architecture for CRM and enterprise platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, and industry-specific systems.\n\n- Define authentication, authorization, SSO, data mapping, event handling, retry logic, logging, monitoring, exception handling, and reconciliation requirements.\n\n- Provide technical direction to integration engineers and collaborate with Node.js, Python, data, analytics, and AI teams where custom services or extensions are required.\n\n4. Security, Compliance, and Technical Governance:\n\n- Act as the design authority for Talkdesk engagements and chair architecture reviews, technical checkpoints, and design approvals.\n\n- Define and enforce technical standards for security, privacy, access control, data handling, recording, retention, auditability, monitoring, and operational support.\n\n- Ensure solutions align with applicable regulatory and industry requirements, including PCI DSS, HIPAA, GDPR, and client-specific controls.\n\n- Identify architecture risks, dependencies, constraints, and deviations early; drive mitigation plans and maintain technical governance throughout delivery.\n\n5. Testing, Deployment, and Managed Support:\n\n- Define the technical test strategy for voice flows, APIs, integrations, routing, failover, security, performance, regression, and user acceptance testing.\n\n- Lead solution-readiness reviews, cutover planning, number migration, production deployment, hypercare, and transition to support.\n\n- Support incident triage, root-cause analysis, problem management, configuration remediation, and post-production optimization.\n\n- Ensure operational handover includes runbooks, monitoring, support procedures, service levels, dashboards, and knowledge-transfer materials.\n\n6. Client, Pre-sales, and Delivery Leadership:\n\n- Serve as the senior technical advisor for customers, internal stakeholders, and Talkdesk partner teams throughout the engagement lifecycle.\n\n- Support proposals, RFP/RFI responses, solution demonstrations, proofs of concept, scope definition, effort estimation, assumptions, and implementation planning.\n\n- Present architecture decisions, trade-offs, risks, and recommendations to technical and business audiences, including senior leadership.\n\n- Work closely with project managers, business analysts, administrators, engineers, QA, security specialists, trainers, and change managers to achieve successful rollout and adoption.\n\n7. Capability Building and Continuous Improvement:\n\n- Help establish a Hurix Talkdesk Centre of Excellence with reference architectures, reusable assets, playbooks, templates, checklists, demo environments, and delivery standards.\n\n- Mentor Talkdesk administrators, configurators, integration engineers, and QA team members; support certification and partner-enablement plans.\n\n- Use operational analytics to improve service levels, customer satisfaction, first-contact resolution, average handling time, abandonment, containment, quality, and platform reliability.\n\n- Identify opportunities for virtual agents, agent assistance, knowledge management, workflow automation, and continuous experience optimization.\n\nREQUIRED SKILLS AND EXPERIENCE:\n\n- Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related discipline.\n\n- 8-12 years of overall technology experience, including significant experience in enterprise contact-centre or CCaaS architecture and implementation.\n\n- Demonstrable hands-on experience with Talkdesk CX Cloud, Talkdesk Studio, platform administration, routing, IVR, queues, users, roles, numbers, and dashboard configuration.\n\n- Strong understanding of contact-centre operations, including inbound and outbound interactions, automatic call distribution, skills-based routing, campaigns, call recording, quality monitoring, workforce management, and reporting.\n\n- Practical telephony knowledge covering SIP, PSTN, DID numbers, number porting, call routing, network readiness, and failover.\n\n- Strong integration expertise with REST APIs, OAuth 2.0, JSON, webhooks, CRM platforms, and third-party enterprise systems.\n\n- Experience with SSO and identity integration using SAML, OAuth, or equivalent standards.\n\n- Working knowledge of contact-centre analytics, AI virtual agents, agent assistance, conversational design, knowledge management, and workflow automation.\n\n- Understanding of security, privacy, audit, and compliance requirements relevant to cloud contact-centre environments.\n\n- Proven ability to create architecture documentation, estimates, technical plans, design standards, and implementation governance.\n\n- Strong client-facing communication, workshop facilitation, stakeholder management, problem-solving, and technical leadership skills.\n\nPREFERRED QUALIFICATIONS:\n\n- Talkdesk certification(s), partner enablement, or prior delivery experience within the Talkdesk ecosystem.\n\n- Experience with Talkdesk AppConnect, workspace customization, marketplace applications, or custom integration development.\n\n- Exposure to other CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.\n\n- Experience delivering solutions in regulated or high-volume industries such as banking, insurance, healthcare, education, retail, government, utilities, travel, or BPO services.\n\n- Familiarity with cloud architecture, DevOps, observability, data platforms, SQL, Node.js, or Python.\n\n- Experience in pre-sales solutioning, commercial estimation, or building a new technology practice or Centre of Excellence.\n\nSecurity Notice:\n\nYou must take the necessary steps to safeguard the integrity, security, and confidentiality of shared confidential information.\n\nContact:\n\nPlease reach out to for more details.\nSkills\nSolution Architect","description_format":"text","description_chars":8282,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-learning","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-18T01:22:52Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long 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