Principal Consultant - Customer Enablement

The Senior Enablement Consultant serves as a strategic technical and consultative authority within the Customer Experience organization. Operating at the intersection of Product, Customer Success, and Professional Services, this role bridges complex contact center capabilities-including Talkdesk AI, Advanced Dialer, and enterprise integrations-with real-world customer operationalization and value. You will design, deliver, and scale technical enablement programs and onboarding journeys that empower internal teams, partners, and customers to maximize platform adoption, streamline workflows, and accelerate time-to-value. The ideal candidate possesses deep technical expertise and a consultative mindset, capable of translating complex platform capabilities into clear, measurable business outcomes.

Key Responsibilities

Platform & AI Mastery

• Develop deep technical and functional expertise across the Talkdesk platform, focusing on Talkdesk AI, Voice Evolution, Advanced Dialer, and omnichannel routing.
• Translate complex platform capabilities into actionable, persona-based learning programs and technical guides for administrators, operations leaders, and end-users.
• Lead dynamic instructor-led (live and virtual) training sessions, workshops, and hands-on technical enablement engagements for customers and partners.
• Act as a key subject matter expert on the strategic application of Talkdesk AI to solve enterprise customer challenges.

Implementation & Solution Guidance

• Lead enablement workstreams during complex customer implementations, including gathering requirements, designing workflow prototypes, and delivering user acceptance testing (UAT) frameworks.
• Act as an expert problem-solver for technical enablement inquiries, integration patterns, and platform configuration questions.
• Assist customers in aligning their operational goals with Talkdesk's product functionality, architecture, and implementation methodologies.
• Serve as a critical feedback loop to Product and Engineering, translating insights from customer engagements into actionable recommendations.

Operationalize Customer Enablement & Excellence

• Build, refine, and scale repeatable customer enablement frameworks that accelerate post-go-live adoption and minimize time-to-first-value.
• Partner with technical writing and curriculum design teams to produce high-impact enablement toolkits, admin guides, UAT scripts, interactive modules, and best-practice documentation.
• Identify process bottlenecks in implementation and enablement delivery, introducing innovative solutions, reusable templates, and automated workflows to increase delivery efficiency.
• Mentor junior team members and partner resources, conducting knowledge transfer sessions to establish consistent enablement delivery standards globally.
• Define and champion the standards for technical enablement delivery, ensuring a globally consistent and scalable approach to customer onboarding.

Enablement Tooling, Insights & Reporting

• Leverage Learning Management Systems (LMS), content management platforms, and CRM integration tools (e.g., Salesforce, Zendesk) to maintain a unified source of truth for enablement resources and certifications.
• Track project hours, resource utilization, and client engagement metrics to assist leadership with long-term capacity planning and resource forecasting.
• Establish metrics to evaluate training effectiveness, tracking key performance indicators such as customer product mastery, certification completion, time-to-productivity, and platform utilization.
• Synthesize qualitative and quantitative feedback from customer enablement engagements to generate actionable insights for continuous program refinement.

Cross-Functional Collaboration & Influence

• Act as the primary liaison between frontline customers, internal delivery teams, and Product/Engineering organizations, channeling customer feedback, feature requests, and usability insights directly into product roadmaps.
• Partner closely with Product Management and Product Marketing on New Product Introductions (NPI) to ensure field enablement and customer-facing materials are fully aligned prior to feature rollouts.
• Collaborate with Sales Engineering, Professional Services, Customer Success, and Support teams to ensure seamless handoffs, consistent messaging, and aligned customer goals throughout the customer lifecycle.

Requirements

Experience & Education

• Bachelor's degree in a technical or business discipline, or equivalent hands-on technical experience.
• 5+ years of experience in Technical Consulting, Professional Services, Customer Enablement, or Solutions Architecture in an enterprise SaaS environment.
• Direct experience with Cloud Contact Center (CCaaS), Customer Experience (CX) platforms, or Enterprise Telephony.

Technical Acumen

• Hands-on familiarity with contact center concepts (routing, dialers, workforce management, QA, AI/automation, analytics).
• Experience with enterprise CRM integrations (Salesforce, Zendesk, ServiceNow) and foundational integration patterns (APIs, webhooks, middleware).
• Proven ability to learn, digest, and communicate emerging technologies, including Generative AI and automated workflow engines.

Professional Skills

• Consultative Mindset: Ability to translate complex technical architectures into clear, business-focused narratives for both technical and non-technical stakeholders.
• Facilitation & Presentation: Outstanding verbal, written, and presentation skills with demonstrated experience delivering engaging technical workshops and executive briefings.
• Organization & Execution: Highly organized self-starter with strong project management capabilities, meticulous attention to detail, and a track record of driving cross-functional outcomes.

Preferred / Nice to Have

• Experience in hyper-growth, global enterprise SaaS organizations.
• Exposure to vertical contact center implementations (Healthcare & Life Sciences, Financial Services & Insurance, or Retail/E-commerce).
• Professional certifications in Instructional Design, CCaaS platforms, or Agile/Project Management methodologies.
• Multilingual capabilities (e.g., French, Spanish, or Portuguese) are a plus.

Pay Range (OTE Pay): $102,000 - $135,000

Other Types of Pay: 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.

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: 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.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: 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.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 90 days from the posting date. The application was posted on 08/15/2026

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.