Software Engineer II

About the Role:

Talkdesk is at the forefront of Customer Experience Automation (CXA), revolutionizing how leading global brands engage with their customers through advanced AI. Our dedicated team of innovators is passionate about customer success, developing AI-first solutions that prioritize empathy, trust, and transparency in every interaction. We cultivate an inclusive environment where diverse perspectives are valued and contribute to our collective success. As a company that blends the stability of a global leader with the dynamism of a disruptor, Talkdesk empowers its employees with the autonomy to make a significant impact while contributing to our communities and the environment.

Talkdesk has consistently been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and has received accolades in G2's Overall Grid® Reports for AI Agents and Contact Centers. With seven consecutive inclusions in the Forbes Cloud 100 and multiple AI Breakthrough awards, now is an opportune moment to join us as we shape the future of customer experience automation.

The team is responsible for building highly scalable, secure, and reliable enterprise-grade SaaS contact center software applications. We operate with a 'Build, Test, Deploy, Maintain, Own' philosophy, utilizing a Microservices-based architecture and AWS services. Our solution handles millions of real-time interactions across voice and digital channels on a scalable data platform, incorporating advanced NLP and AI capabilities to provide valuable insights for administrators, agents, and supervisors. Talkdesk AppConnect further enhances our offering with seamless integrations to industry-leading applications.

This position, based in Bengaluru, will report to an Engineering leader. The role is pivotal in designing and implementing highly reliable and feature-rich services, with full end-to-end ownership.

Responsibilities:

• Design, implement, test, and maintain SaaS services and features hosted on AWS, ensuring timely delivery, high quality, and 'five nines' reliability standards.
• Operate within a modern agile software engineering environment, including source code control, dev/stage/prod release cycles, extensive automated testing, and continuous deployment.
• Manage work effectively using tools like GitHub, Jira, and Talkdesk systems.
• Take end-to-end ownership of microservices, adhering to safe deployment practices and embracing a DevOps mindset.
• Implement microservices with Security, Reliability, and Telemetry as core principles, actively avoiding technical debt.
• Develop automated unit, API, and functional tests within a CI/CD environment.
• Collaborate closely with cross-functional teams, including Product Management, Principal Engineers, SRE, and Platform teams, to ensure alignment in design and implementation.
• Actively participate in backlog grooming, design reviews, and code reviews.
• Identify and prioritize technical debt for resolution.
• Own the reliability of your services and participate in an on-call rotation, resolving production incidents 24x7 and applying learnings from Root Cause Analyses (RCAs).
• Conduct research, stay current with industry trends and emerging technologies, and recommend their adoption where appropriate.
• Ensure all engineering work complies with relevant industry regulations and standards.

Qualifications:

• Bachelor's or Master’s degree in Computer Science or a related field.
• 2-5 years of experience architecting and implementing highly-available, reliable, and secure SaaS applications based on microservices architecture.
• Expertise in Microservices, AWS, Java, Python, JavaScript, React, Spring Boot, data streaming technologies, APIs, messaging queues, caches, CI/CD, and telemetry.
• Proficiency with cloud telephony, UCaaS, CCaaS, SIP, SBC, and integrations with CPaaS providers.
• Experience with one or more database technologies (e.g., PostgreSQL, MySQL, MongoDB).
• Experience with Docker/Kubernetes container technologies.
• Experience with REST API design and implementation.
• Experience with streaming technologies such as Kafka, Flink.
• Experience with modern automated testing, CI/CD pipelines, and SaaS tools.
• A passion for producing clean, standards-compliant, and secure code.
• Proficiency with automated unit and API testing, continuous integration, and safe deployment practices.
• Eagerness to learn new technologies and technical approaches to application development.
• Experience working in a geographically distributed team.
• Excellent written and verbal communication skills.

Work Environment and Physical Requirements:

This role primarily involves office-environment work, with extended periods of sitting or standing and computer-based tasks. Minimal lifting is required, and equipment usage is limited to standard computer peripherals.

At Talkdesk, empathy and acceptance are fundamental to our success. We are committed to empowering customer heroes through our innovative software solutions. Our path to success is paved with inclusivity, diversity, and genuine acceptance. We welcome and support individuals of all ethnic and racial identities, indigenous heritages, national origins, religions, genders, gender identities, gender expressions, sexual orientations, ages, disabilities, marital statuses, veteran statuses, genetic information, and any other legally protected characteristics into the Talkdesk family.