Talkdesk Support and Implementation Engineer (L2 – French Speaking)

Statement of Work (SOW)

Role Title:

Talkdesk Support and Implementation Engineer (L2 – French Speaking)

Work Type:

Subcontractor / Remote or Hybrid Support (Based in EMEA)

Support Type:

Level 2 Technical Support & Implementation Assistance

Project Type:

Talkdesk Platform Support and Configuration Services – One Year Engagement

1. Project Overview

The purpose of this engagement is to provide ongoing technical support and implementation expertise for the Talkdesk platform across multiple EMEA-based projects. The selected engineer will work as a subcontractor to assist with day-to-day Talkdesk operations, troubleshooting, system enhancements, integration support, and configuration activities. The engagement is expected to last 12 months, with the potential for extension depending on business needs. Preference will be given to candidates who can communicate fluently in both English and French, as support may involve direct interaction with French-speaking stakeholders.

2. Roles and Responsibilities

• Provide Level 2 technical support for Talkdesk platform incidents and service requests.
• Assist in Talkdesk setup, configuration, and deployment activities across various business units.
• Work with internal IT and business teams to implement and maintain Talkdesk integrations with CRM and other enterprise tools (e.g., Salesforce, ServiceNow).
• Manage and resolve escalations related to call routing, IVR, queues, agent configurations, and reporting dashboards.
• Support prompt engineering and AI-driven workflow optimization, if applicable.
• Collaborate with Talkdesk and customer support teams for escalations or advanced issue resolution.
• Document processes, configuration changes, and best practices.
• Provide periodic reports on performance metrics, issues, and resolutions.
• Ensure compliance with company and customer security, privacy, and operational standards.

3. Required Qualifications & Experience

• Minimum 5+ years of experience in Contact Center / Unified Communications solutions.
• Proven hands-on experience with Talkdesk platform – setup, configuration, and troubleshooting.
• Knowledge of IVR design, call routing, and integration with CRM platforms.
• Experience with prompt engineering or AI-enabled conversation flows (advantageous).
• Strong understanding of SaaS applications, cloud-based telephony systems, and APIs.
• Excellent communication and customer interaction skills.
• Fluent in French and English (verbal and written).
• Based in EMEA region and available for customer-facing support during local business hours.