Demo Engineer

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 Demo Engineer in Brazil will work closely with three other Demo Engineers to provide support to the approximately 40 Solution Engineers at Talkdesk. This position will also provide backup Solution Engineering support to the sales team in Brazil. The Demo Engineering team is part of the larger Solution Engineering teams in the Americas and in EMEA/APAC. Our focus is on maintaining demo systems and providing technical support to enable the Solutions Engineers to showcase the Talkdesk products with emphasis on specific customer needs. Key Responsibilities Work collaboratively with the other Demo Engineers to configure and maintain multiple instances of the Talkdesk platform. Support the ability for Solution Engineers to present customized demonstrations in ways that are repeatable, reliable, up-to-date and delightful for our prospective customers. Configure and maintain multiple partner systems (Salesforce, Microsoft Dynamics, Microsoft Teams, ServiceNow, and Zendesk to name a few) for the purpose of supporting demonstrations of Talkdesk’s integration solutions. Troubleshoot system issues and, when necessary, gather specific incident information to escalate the issue to the appropriate product team. Issue alerts and timely communication to the Solution Engineering team regarding ongoing demo system issues. Develop and curate demo related documentation such as demo environment information, talk tracks, sample demo videos, customer facing videos, subject matter expert information, and other similar resources. Identify gaps in the existing documentation and coordinate with subject matter experts on the Solution Engineering team and Product teams to create/update the documentation. Assist with training of the Solution Engineers on new features and products. Assist Solution Engineers with the configuration of specific demo scenarios using Talkdesk’s various AI solutions (Agentic based AI Agent Platform, Autopilots, Navigator, Copilot, and others). Support creative solutions (simulate APIs/data connections) for showing the “art of the possible” while ensuring that demos do not misrepresent the actual capabilities. Support rapid configuration and deployment of proof of concept environments for fast moving sales opportunities. Support Request Tracking and Documentation Manage Jira tickets (issues) assigned to you on the Demo Engineering project board to ensure timely response and clear ongoing communication. Ensure that tickets are closed out in the timely fashion with detailed notes regarding the resolution. With direction from the Demo Engineering Lead, escalate and coordinate with Talkdesk product and engineering teams to diagnose and resolve any issues. Preferred Background 1-2 years of experience in technical support and/or system administration in SaaS, cloud, or enterprise technology companies. B.S. in CS/SE/EE/IS/MIS or related Engineering/Science programs preferred Strong interpersonal communication skills, with the ability to work with cross-functional teams. Self-starter mindset, able to quickly learn AI LLM tools: Gemini, ChatGPT, Perplexity, Claude etc. Strong writing, research, and project management skills. Ability to collaborate effectively with technical and non-technical stakeholders. Preferred Skills Experience within a contact center in any capacity. Experience with sales training and enablement. Familiarity with compliance frameworks (e.g., SOC 2, HIPAA, GDPR) and enterprise security standards is a bonus. 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. #J-18808-Ljbffr