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Senior Director, Solutions Engineering - Americas

Seattle

As the Senior Director, Head of Americas Solution Engineering, you will be the strategic technical partner driving net-new logos and ARR expansion across North America (NA) and Latin America (LATAM). Working in lockstep partnership with the SVP of Sales for the Americas, you will lead, scale, and inspire a world-class organization of Solution Engineering Managers and individual contributors.

You are a business-minded technical executive who thrives on transforming complex technical capabilities into compelling, value-driven business outcomes for enterprises across multiple industries.

• Reports to: Senior VP of Global Solutions Engineering & Shared Services
• Key Partner: SVP of Sales, Americas, Professional Services, Customer Experience, Product Engineering, Marketing and Partners.

• Drive Regional GTM Strategy: Partner closely with the SVP of Sales for the Americas to build and execute a cohesive technical sales strategy that accelerates net-new logo acquisition and drives ARR growth in existing enterprise accounts.
• Executive Sponsorship: Act as the executive technical sponsor for high-value, strategic deals across NA and LATAM, building trust and deep relationships with client CXOs.
• Market Leadership: Drive Talkdesk alignment with shifting market trends to secure undisputed leadership in Commercial, Enterprise and Strategic customer segments
• Lead Leaders: Mentor, coach, and develop a high-performing team of Solution Engineering Managers, ensuring they are effectively upskilling their frontline teams.
• Scale the Footprint: Own the talent strategy, hiring plan, and resource allocation across North America and Latin America, effectively navigating multi-region market nuances and localization needs.
• Foster Culture: Model and nurture a high-energy, inclusive, growth-oriented culture focused on continuous learning, execution excellence, and cross-functional collaboration.

• Optimize Methodologies: Define and optimize regional pre-sales KPIs, discovery methodologies, and demo standards to continuously improve win rates and shorten sales cycles.
• Product & Ecosystem Advocacy: Serve as the critical feedback loop between Americas field teams, Product Management, and Engineering to influence the product roadmap based on high-value market requirements.
• Ecosystem Expansion: Collaborate on Global Strategic Initiatives to architect enterprise solutions that position Talkdesk as a premier AI platform, scaling our market reach by driving end-to-end customer experience automation.

• Proven Leadership: 10-15+ years of experience leading enterprise pre-sales/solution engineering organizations within a high-growth SaaS environment, with at least 5+ years managing frontline SE Managers.
• Domain Expertise: 10+ years of deep experience in the Contact Center (CCaaS), Customer Service Software, or Customer Experience (CX) space. Knowledge of AI, Workforce Engagement Management (WEM), and Business Intelligence is highly preferred.
• Revenue Track Record: Proven success supporting complex, multi-million dollar enterprise sales cycles and a track record of hitting/exceeding regional ARR and net-new growth targets.
• Executive Presence: Exceptional consulting approach with the ability to command a room, navigate high-stakes escalations, and translate deeply technical concepts into business value for C-level executives.
• Cross-Cultural Capability: Experience managing or expanding pre-sales operations across both North America and Latin America; understanding LATAM market dynamics is a strong plus.
• Agility & Grit: Ability to thrive, navigate ambiguity, and drive organizational change within a fast-paced, hyper-growth global tech environment.
• Education: Bachelor’s degree in a technical field, or equivalent practical enterprise technical experience.

• Up to 25%-30% travel across the AMER region to support key deals, team alignment, and executive events

Pay Range (OTE Pay): $250,000-$376,000

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).

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.

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

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.