Talkdesk Application Support & Delivery Engineer

JOB SUMMARY The Talkdesk Application Support & Delivery Engineer is responsible for the ongoing support, administration, enhancement, lifecycle management, and operational stability of BankUnited's Talkdesk Contact Center platform.

Ensure continued product growth and success, by partnering with the Product Owner to translate business priorities into a managed roadmap, prioritized backlog, and reliable delivery plan.

Serve as the technical product and platform subject matter expert, accountable for service health, platform reliability, operational maturity, technical lifecycle, and continuous improvement.

The individual will work closely with Contact Center Operations, Digital Banking, Information Security, Infrastructure, Network Services, and third-party vendors to deliver platform enhancements, resolve incidents, manage integrations, and support strategic contact center initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Application Support & Operations:
• Serves as the primary technical owner for the Talkdesk platform.
• Owns service health monitoring, operational KPIs, availability targets, service-level performance, and alerting requirements.
• Leads root cause investigations and ensure corrective and preventive actions are documented, assigned, tracked, and validated through closure.
• Establishes the end-to-end support model, including triage procedures, escalation paths, support coverage, handoffs, and operational readiness criteria.
• Monitors recurring issues, technical debt, known errors, risks, and service requests, and ensure they are represented in the backlog when remediation is required.
• Acts as Tier 3 support for complex Talkdesk issues.
• Tracks and manage problem records, corrective actions, and service improvements.
• Owns operational vendor engagement for support cases, escalations, service reviews, known defects, release risks, and follow-through on vendor commitments.
• Maintains incident and problem metrics, identify trends, and convert recurring issues or control gaps into prioritized remediation work.
• Platform Administration:
• Manages user provisioning and deprovisioning.
• Configures and maintain roles, permissions, queues, ring groups, and phone numbers.
• Administers business hours, holiday schedules, call recording policies, and reporting configurations.
• Manage platform upgrades, releases, patches, and lifecycle activities.
• Ensures system configurations adhere to governance and security standards.
• Contact Center Design & Enhancements:
• Applies documented design, naming, versioning, peer-review, testing, rollback, and change-control standards to Studio flows and related configurations.
• Maintains current-state and future-state flow documentation, dependency maps, test cases, and traceability between approved requirements and deployed configurations.
• Partners with the Product Owner and business stakeholders to define measurable outcomes and validate that enhancements deliver the intended operational and customer-service value.
• Assess opportunities involving Talkdesk AI, automation, workforce engagement, quality management, digital channels, and other product capabilities, subject to approved governance and risk review.
• Integration & Technical Delivery:
• Supports integration with Salesforce, Azure AD, SSO, APIs, and other enterprise applications.
• Analyzes integration requirements and coordinates technical implementations.
• Leads or participates in technical design reviews to confirm architecture, security, data handling, observability, resiliency, and support requirements before implementation.
• Maintains interface and dependency documentation and ensure integration includes appropriate monitoring, error handling, ownership, and escalation procedures.
• Coordinates end-of-the-end testing for changes that affect call routing, identity, CRM, data exchange, recording, reporting, or downstream services
• Governance, Risk & Compliance:
• Ensures compliance with banking, audit, and regulatory requirements.
• Supports change management, production governance, and release processes.
• Maintains documentation for audits and examinations.
• Ensures appropriate segregation of duties and access controls.
• Supports call recording retention requirements and other compliance obligations.
• Supports business continuity, disaster recovery, resiliency planning, and periodic recovery or failover exercises for the Talkdesk service and critical integrations.
• Reporting & Analytics:
• Develops and maintain operational dashboards and reporting.
• Analyzes Contact Center KPIs and trends.
• Supports management reporting and operational reviews.
• Provides recommendations based on service-level performance metrics.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

QUALIFICATIONS

Education

• Computer Information Systems, and/or engineering or comparable experience, with the appropriate emphasis in Business Administration, and Client Server support experience required.

Experience

• 5+ years of Contact Center technology experience.
• 3+ years of Talkdesk administration and support experience.
• Experience supporting cloud-based Contact Center as a Service (CCaaS) platforms.
• Experience with incident management and production support environments.
• Experience delivering application enhancements and production deployments.

Knowledge, Skills, and Abilities

• Ability to multi-task and to quickly adapt to a changing environment.
• Outstanding verbal and written communication skills.
• Must have strong customer service and vendor management skills.

Additional Information

• Candidates residing in locations within BankUnited's footprint may be given preference.