21 hours ago
Remote, United StatesSenior
Responsibilities
- Lead strategic implementations of CXA and CCaaS solutions for healthcare and life sciences customers.
- Design, develop, deploy, and troubleshoot integrations with CRM, EHR, and EMR systems, including Epic, Salesforce Life Sciences Cloud, and Veeva Vault.
- Develop complex workflows and data exchange processes using standards such as HL7 and FHIR.
- Ensure integrations are secure, reliable, and aligned with healthcare and life sciences regulatory standards.
- Serve as an internal subject-matter expert for Epic, EHRs, life sciences CRM systems, and patient and healthcare professional experiences.
- Create reusable assets, implementation templates, playbooks, best-practice documentation, and knowledge-base content.
- Mentor and train Professional Services and cross-functional teams on integration expertise.
- Provide hands-on technical support to internal teams, partners, and customers during implementation.
- Collaborate with Product and Support teams on feature requests, issue resolution, and customer-aligned updates.
- Advise stakeholders and executives on CXA strategy while building long-term customer relationships.
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, IT, or 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.
- Experience working with healthcare or life sciences customers, including pharmaceutical, biotechnology, or medical and diagnostic device organizations.
- Experience integrating EHR systems such as Cerner, Allscripts, eClinicalWorks, or Athenahealth is preferred.
- Knowledge of HIPAA, HITECH, CFR Part 11, CMS guidelines, or related healthcare and life sciences compliance frameworks.
- Experience with JavaScript, MUMPS, Python, or SQL.
- Strong understanding of AI-driven automation use cases.
- Experience working cross-functionally in pre-sales, implementation, or customer success contexts.
- Strong communication, stakeholder management, problem-solving, client management, and executive presence skills.
- Ability to communicate technical concepts to audiences with varied backgrounds and skill levels.
- Fluent written and spoken English; Portuguese, Spanish, French, or German is a plus.
- Basic knowledge of conversational agents, chatbots, or virtual assistants is preferred.
- Familiarity with Salesforce, Zendesk, contact center solutions, GxP systems validation, and diagramming tools is preferred.
Benefits
- Medical, dental, vision, life, and disability insurance plus an Employee Assistance Program.
- 401(k) plan.
- Uncapped paid time off for exempt employees or accrual-based time off for non-exempt employees, subject to manager approval and business needs.
- 14 paid holidays annually.
- Paid sick leave policies for non-exempt employees and uncapped paid time off for exempt employees.
- Potential eligibility for equity and short-term bonus or commission incentives; amounts are not specified.
- Primarily office-environment work involving extended periods of computer-based sitting or standing.
Tech Stack
Categories
Solutions Engineering
About Talkdesk
Talkdesk builds a cloud contact center (CCaaS) and customer experience automation platform for enterprises, combining voice, digital channels, and AI agents. Delivered as SaaS with integrations to CRM and ticketing tools, it offers routing, analytics, and workforce capabilities for service and sales teams across industries. Founded in 2011 and headquartered in San Francisco, it is privately held and serves customers worldwide.