Senior Solution Architect - HLS

Senior Solution Architect - HLS

Remote

As a Senior Solution Architect - Healthcare & Life Sciences, you will be responsible for designing cutting-edge CXA and CCaaS solutions for healthcare and life sciences customers that align with strategic objectives. You will work closely with cross-functional teams to understand business requirements and develop solutions that align with organizational goals. You will also provide technical guidance and mentorship to junior architects and engineers.

Duties and Responsibilities

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements with a focus on high-value HLS use cases
• Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance of the conversation
• Understand customers' business strategy and direction and architect solutions to realize business goals & objectives
• Collaborate throughout the sales process with Sales, Sales Engineers, Professional Services, Executives, etc.
• Bring innovative ideas that showcase case Talkdesk's competitive advantage and disruptive mindset
• Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing, including the development of HLS-specific SOWs and standardized workflows
• Partner closely with Talkdesk's product, implementation and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process. This includes implementing structured accountability to mitigate technical readiness gaps and scope creep specific to Health IT Architecture.
• Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap
• Partner with sales, product, and engineering to help prioritize products and features based on client needs
• Effectively translate client requirements and program characteristics, including complex EHR integrations (Epic, Cerner, etc.) and U.S. health system nuances, to internal stakeholders. Ensure the client's goals align with Talkdesk's product offering and implementation methodology.
• Help build out department methodology and tools to improve quality and efficiency
• Leverage strong technical acumen to identify process improvements and technical solutions

Preferred Background

• Bachelor's degree in a technical field or additional professional experience in a technical role
• 5+ years in Professional Services, Consulting, or IT/Software Development, with a focus on AI or automation solutions in a SaaS environment
• 3+ years in solution architecture, preferably pre-sales
• Experience working with or integrating Electronic Health Record (EHR) systems (e.g., Cerner, Allscripts, eClinicalWorks, Athenahealth) (required)
• Knowledge of healthcare compliance frameworks (e.g., HIPAA, HITECH, CMS guidelines)
• A proven track record of designing software solutions for enterprise companies
• Experienced in designing SaaS-based solutions, navigating complex sales practices and solution-based selling to CXO, senior management and director-level individuals
• Analytical, with strong business acumenEngaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels
• A passion for helping people solve problems and a proven ability to understand progressive technology
• Excellent verbal and written communication skills and meticulous attention to detail
• Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with clients
• Ability to work cross-functionally in a fast-paced startup environment
• Salesforce and other CRM experience preferred

Pay Range (OTE Pay): $136,000 to $204,000

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.

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.