At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
The Technical Content Writer for the Proposals Team within Americas Solutions Engineering is responsible for developing, managing, and optimizing technical content that supports Talkdesk’s responses to RFPs, RFIs, and Information Security questionnaires. Additionally, this role will support the development of technical pre-sales talk tracks to aid in solutions engineers value selling. This role is critical in ensuring that Talkdesk delivers accurate, compelling, and timely technical and sales responses that differentiate our AI-powered CCaaS solutions in the marketplace.
Key Responsibilities
- Content Strategy & Management
- Develop and maintain a comprehensive library of technical content, standard answers, and supporting documentation for use in RFP, RFI, and security response processes.
- Ensure all content is up-to-date, accurate, and aligned with Talkdesk’s latest product capabilities, security standards, and industry best practices.
- Proposal Development
- Collaborate with Solutions Engineering, Product, Security, and Legal teams to craft high-quality, tailored responses to technical and security-related inquiries from prospective and existing customers.
- Translate complex technical concepts—including AI, cloud architecture, integrations, and compliance—into clear, customer-focused language.
- Knowledge Management
- Implement and optimize knowledge management systems to streamline content retrieval and reuse, reducing response times and improving consistency across proposals.
- Regularly audit and update the content repository based on product releases, regulatory changes, and feedback from proposal outcomes.
- Cross-Functional Collaboration
- Serve as the primary liaison between the Proposals Team and subject matter experts across solutions engineering, product, and security to ensure technical accuracy and completeness.
- Support enablement by providing training and guidance to team members on best practices for technical content creation and proposal writing.
- Quality Assurance
- Uphold editorial standards for clarity, accuracy, and compliance with Talkdesk’s brand and security requirements.
- Review and edit technical content to ensure it meets the needs of diverse audiences, including IT, procurement, and information security stakeholders.
- Performance Tracking
- Monitor and report on key metrics such as content usage, proposal win rates, and response times to drive continuous improvement.
Preferred Background
- 2+ years of experience in technical content management, technical writing, or proposal management for SaaS, cloud, or enterprise technology companies.
- Demonstrated expertise in developing content for RFPs, RFIs, and information security questionnaires.
- Strong Interpersonal communication skills who can work with cross functional teams.
- Self Starter, ability to quickly learn AI LLM tools. Gemini, ChatGPT, Perplexity, Claude etc.
- Exceptional writing, editing, and project management skills.
- Experience with knowledge management systems and content automation tools.
- Ability to collaborate effectively with technical and non-technical stakeholders.
- Bachelor’s degree in a technical, communications, or related field.
Bonus Points
- APMP Foundation certification or higher.
- Experience in the CCaaS or contact center industry.
- Experience in using RFP tools such as Responsive.io, Ombud, or other RFP software applications.
- Experience with sales training and enablement.
- Familiarity with compliance frameworks (e.g., SOC 2, HIPAA, GDPR) and enterprise security standards is a bonus.
Join Talkdesk and help shape the future of customer experience by ensuring our technical excellence is clearly communicated to the world.
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.
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