Senior Enablement Consultant

The Senior Enablement Consultant serves as a strategic technical and consultative authority within the Customer Experience organization. Operating at the intersection of Product, Customer Success, and Professional Services, this role bridges complex contact center capabilities—including Talkdesk AI, Advanced Dialer, and enterprise integrations—with real-world customer operationalization and value. You will design, deliver, and scale technical enablement programs and onboarding journeys that empower internal teams, partners, and customers to maximize platform adoption, streamline workflows, and accelerate time-to-value. The ideal candidate possesses deep technical expertise and a consultative mindset, capable of translating complex platform capabilities into clear, measurable business outcomes. Key Responsibilities Platform & AI Mastery Develop deep technical and functional expertise across the Talkdesk platform, focusing on Talkdesk AI, Voice Evolution, Advanced Dialer, and omnichannel routing. Translate complex platform capabilities into actionable, persona-based learning programs and technical guides for administrators, operations leaders, and end-users. Lead dynamic instructor-led (live and virtual) training sessions, workshops, and hands-on technical enablement engagements for customers and partners. Act as a key subject matter expert on the strategic application of T [... source excerpt omitted ...] user acceptance testing (UAT) frameworks. Act as an expert problem-solver for technical enablement inquiries, integration patterns, and platform configuration questions. Assist customers in aligning their operational goals with Talkdesk’s product functionality, architecture, and implementation methodologies. Serve as a critical feedback loop to Product and Engineering, translating insights from customer engagements into actionable recommendations. Operationalize Customer Enablement & Excellence Build, refine, and scale repeatable customer enablement frameworks that accelerate post-go-live adoption and minimize time-to-first-value. Partner with technical writing and curricu [... source excerpt omitted ...] sh consistent enablement delivery standards globally. Define and champion the standards for technical enablement delivery, ensuring a globally consistent and scalable approach to customer onboarding. Enablement Tooling, Insights & Reporting Leverage Learning Management Systems (LMS), content management platforms, and CRM integration tools (e.g., Salesforce, Zendesk) to maintain a unified source of truth for enablement resources and certifications. Track project hours, resource utilization, and client engagement metrics to assist leadership with long-term capacity planning and resource forecasting. Establish metrics to evaluate training effectiveness, tracking key performance