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!

The SRE Connectivity team at Talkdesk is responsible for building, running, and evolving the infrastructure foundation that supports all engineering teams, with an automation-first mindset and a strong focus on availability, reliability, and scalability.

As a Technical Manager, you will combine hands-on technical leadership with people and delivery ownership. You will actively contribute to the design, implementation, and operation of the network and SRE stack, while also guiding the team, setting technical direction, and ensuring sustainable execution.

At Talkdesk, we follow a “you build it, you own it” philosophy. In this role, you will help reinforce that culture by empowering teams with the right tools, practices, and guardrails, fostering a blameless environment focused on learning and continuous improvement.

You will work with a large, distributed, multi-region, multi-cloud infrastructure, using modern technologies at scale.

Be responsible for:

Technical (hands-on)

• Design, build, and maintain the core network infrastructure and related tooling used across Talkdesk

• Remain hands-on in the day-to-day work, contributing code, infrastructure changes, and reviews

• Drive automation-first practices across network and infrastructure operations

• Ensure infrastructure reliability through observability, monitoring, alerting, and proactive issue detection

• Develop and evolve tooling, alerts, and operational processes that enable engineering teams to safely run production workloads

• Participate in on-call rotation, leading by example and staying close to production realities

• Lead and actively participate in incident response, root cause analysis, and post-mortems, ensuring concrete follow-ups that improve resilience

Leadership & management

• Provide technical direction and standards for the network and SRE domain

• Mentor and coach engineers, supporting their technical growth and operational maturity

• Plan and prioritize work with a focus on impact, risk reduction, and long-term sustainability

• Act as a technical partner to product engineering teams, helping them design more reliable, scalable, and observable services

• Balance short-term operational needs with longer-term architectural improvements

Need to have:

• Strong hands-on experience with AWS networking

• Hands-on experience configuring and operating AWS Direct Connect

• Hands-on experience with Fortinet firewalls and Fortinet network security products

• Experience working with Net Box or similar network source-of-truth solutions

• Solid knowledge of Linux/Unix systems

• Programming/scripting skills in at least one language (e.g. Python, Bash)

• Experience with Infrastructure as Code (CloudFormation, Terraform, or similar)

• Experience with configuration management tools such as Ansible

• Experience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar)

• Proven ability to identify manual, error-prone processes and replace them with automation

• Strong troubleshooting skills and ability to identify root causes in large-scale distributed systems

• Pragmatic, solution-oriented mindset with strong critical thinking skills

Be valued for:

• Experience supporting production systems at scale

• Experience with technologies such as Docker, Consul, Vault, Jenkins, Concourse, Prometheus, Nexus

• Experience with encryption and key management technologies (ACM, KMS, hashing, secret management)

• Experience with additional firewall or network security solutions beyond Fortinet

• Experience with other cloud providers such as GCP or Azure

• Previous experience acting as a technical lead or manager while remaining hands-on

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.