Senior AI Enablement Consultant - Center of Excellence

As a Senior AI Enablement Consultant at Talkdesk, you'll have a wide range of responsibilities that revolve around enhancing customer experiences by leveraging Talkdesk AI and platform capabilities. You'll develop expertise in our platform, specifically focusing on AI integration to improve customer journeys. This includes designing and delivering technical training, collaborating with teams like Product and Engineering to align strategies, and providing expert guidance on complex inquiries related to Talkdesk AI. Your role will also involve analyzing product functionalities to identify AI-driven improvement opportunities, ensuring that you’re actively gathering feedback to inform future innovations.

To qualify for the Senior AI Enablement Consultant position at Talkdesk, candidates should possess a minimum of 8 years of experience in customer experience or contact center technology. A solid understanding of AI applications, coupled with a proven track record of enabling SaaS solutions, is crucial. Candidates should also demonstrate excellent communication and analytical skills, as well as the ability to work collaboratively across teams. Additional desirable qualifications include familiarity with data analysis and previous experience in product management or technical consulting relevant to the contact center domain.

The work environment at Talkdesk for a Senior AI Enablement Consultant primarily consists of an office setting with a focus on computer-based tasks. Expect to spend extended periods seated or standing while utilizing equipment such as computers and peripherals. While the physical demands are minimal, the role will require mental agility and collaboration within teams to drive initiatives. Talkdesk fosters an inclusive and diverse culture, so you'll be joining a community that values empathy and acceptance in its operations.

Talkdesk places high importance on professional growth for its employees, including those in the Senior AI Enablement Consultant position. With a dynamic and rewarding environment, you'll have access to competitive benefits and the opportunity to collaborate with a highly skilled team. We encourage ongoing learning and development activities that align with our commitment to innovation. You’ll be able to gain deeper insights into cutting-edge AI technology, engage in training sessions, and participate in initiatives that help you advance your skill set and career path.

In your role as a Senior AI Enablement Consultant at Talkdesk, you'll be heavily involved in initiatives focused on enhancing customer experiences through AI applications. This involves analyzing current product features to identify where AI can add value, collaborating with product and engineering teams to inform future developments, and designing enablement strategies that drive user adoption of AI-powered features. Your expertise will help shape how Talkdesk leverages artificial intelligence to improve workflow efficiencies and create exceptional customer journeys.

When answering this question, highlight specific instances where you've successfully implemented AI solutions within customer experience roles. Discuss your understanding of different AI technologies and how they can enhance customer interactions. Be sure to include any measurable outcomes from your previous projects that show the impact of your contributions.

In responding to this question, share your strategies for effective collaboration, emphasizing communication and a shared vision. Illustrate your experience working with different departments, such as engineering or sales, to achieve common goals. Highlight your ability to influence and engage team members to make impactful decisions.

To answer this, discuss your methods for training and enabling users to understand and utilize AI tools. Mention any materials you've developed, such as training sessions or workshops, and provide examples of how you've successfully led teams through the adoption process. Include insights on metrics you track to assess adoption success.

When addressing this question, choose a specific project that posed significant challenges. Describe your role, the AI solutions you implemented, and the outcomes. Highlight your problem-solving techniques and how you worked through obstacles to ensure successful project delivery.

Here, explain your commitment to continuous learning. Discuss resources you utilize, such as industry publications, conferences, webinars, and networking groups. Share how staying informed on trends allows you to provide thought leadership and innovative solutions for your team.

In your response, detail your approach to collecting, analyzing, and synthesizing customer feedback. Discuss specific tools or methodologies you use and how you collaborate with product teams to ensure customer insights drive future product enhancements. Mention any models you have implemented for feedback loops.

Select a situation that showcases your critical thinking and analytical skills. Describe the complexity of the problem, the steps you took to navigate it, and the final outcome. This reflection can demonstrate your capabilities in troubleshooting and delivering results under pressure.

To effectively address this, discuss key performance indicators relevant to AI feature implementation. Describe how you measure customer satisfaction, engagement, and overall experience improvements. Provide examples of how your evaluations have led to further optimizations or innovations regarding AI applications.

Emphasize skills such as analytical thinking, effective communication, and problem-solving. Highlight the importance of collaboration and a deep understanding of AI technologies, as well as the ability to influence others. You can also mention the value of empathetic leadership within your role.

When discussing this, align your career aspirations with Talkdesk's mission and values. Emphasize your desire to be part of a forward-thinking company where you can leverage AI to enhance customer experiences while also contributing to an inclusive work culture. Illustrate how you envision growing with the organization and leaving a lasting impact.