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Leads and grows a Commercial Solutions Engineering team responsible for presales strategy, customer-facing solution demonstrations, technical consulting, and solution architecture. Coaches SEs, supports opportunity qualification, partners with Sales, Product, Engineering, and other teams, and drives go-to-market strategy, market penetration, revenue growth, and customer adoption. The role also oversees hiring, organizational development, process improvement, and stakeholder alignment across the global solutions organization.

Lead strategic implementations of Talkdesk CXA and CCaaS solutions, providing technical guidance, integrations, customer adoption support, and post-implementation strategy. Collaborate with customers, partners, Product, and Support teams to ensure project success, resolve issues, and develop deployment playbooks. Serve as a trusted advisor to executive stakeholders while applying expertise in AI, automation, SaaS, APIs, and software integrations.

Partners with Product Managers to develop and validate SaaS pricing and packaging proposals. Builds financial models, benchmarks competitors, assesses operational feasibility, supports pricing governance and committee processes, maintains pricing documentation, and coordinates implementation across systems such as Salesforce CPQ. Develops pricing analytics and dashboards, researches market trends, advises Sales and Deal Desk, and independently manages multiple strategic pricing initiatives.

Serves as the senior technical advisor and strategic partner for Talkdesk’s largest enterprise customers. Leads complex onboarding, platform optimization, technical initiatives, adoption strategies, risk mitigation, and change management. Builds executive relationships, supports business reviews, analyzes usage and ROI, enables renewals and expansion, and coordinates cross-functional resolution across Professional Services, Product, Engineering, Support, Sales, and Customer Success. Develops technical roadmaps, best practices, customer insights, and scalable delivery processes.

Serve as first point of contact for platform issues: triage incidents, classify impact/severity, attempt resolution, maintain ticket hygiene, track SLAs, escalate ownership, update knowledge base, and communicate incidents. Support reporting, WFM, and QM applications, monitor integrations and system health, and assist with user management, scheduling, recordings, and media troubleshooting.