---
title: 'Incident Commander at Talkdesk'
canonical: 'https://feeny.ai/job/incident-commander-talkdesk-portugal-84he1q9770qa'
type: 'job'
last_seen: '2026-09-04'
---

# Incident Commander at Talkdesk

- **Company:** Talkdesk
- **Location:** Portugal
- **Work type:** hybrid
- **Posted:** 2026-07-14
- **Last confirmed live:** 2026-09-04
- **Apply:** https://job-boards.greenhouse.io/talkdesk2/jobs/8048992

## Job description

Talkdesk is seeking a detail-oriented and highly organized Incident & Platform Operations Commander to support incident management, cross-functional engineering initiatives, and operational governance across our technical organization. This role will be responsible for managing incident documentation (including RCAs), ensuring data integrity, tracking platform-wide initiatives, and enforcing our critical vendor management process. You will collaborate with engineering, product, and operations teams to drive accountability, documentation quality, and process improvements.

Key Responsibilities:

Incident Management & Documentation

- Manage end-to-end incident lifecycle documentation, including incident summaries and root cause analyses (RCAs);
- Facilitate timely and accurate completion of incident documentation across internal teams;
- Ensure incident data fidelity by aligning with engineering and product teams on standards and quality;
- Maintain and enhance incident templates, workflows, and reporting tools.

Cross-Functional Initiative Tracking

- Track cross-product and cross-functional engineering initiatives that arise from incidents;
- Collaborate with team leads and stakeholders to define ownership, timelines, and key milestones for follow-ups;
- Monitor progress of remediations and ensure closure of post-incident action items.

Core Platform & Strategic Initiatives Support

- Maintain a centralized view of Core Platform Initiatives across Product and Engineering;
- Track initiative status, dependencies, and risks to support executive and cross-team visibility;
- Ensure alignment with broader strategic objectives and timelines.

Critical Vendor Management

- Maintain and enforce the existing Critical Vendors list and associated management processes;
- Partner with stakeholders to ensure vendors meet compliance, performance, and documentation standards;
- Continuously improve process documentation related to vendor oversight and governance.

Qualifications:

- 2–5 years of experience in technical operations, incident management, technical program management, or a related field;
- Familiarity with incident response processes, root cause analysis methodologies, and operational documentation;
- Strong organizational skills and attention to detail; ability to manage multiple workstreams simultaneously;
- Proficient with tools such as Jira, Confluence, Google Workspace, and project tracking systems;
- Excellent written and verbal communication skills; capable of working across teams and influencing outcomes without direct authority.

Preferred Qualifications:

- Experience with SRE or DevOps practices and managing operational processes in a fast-paced tech environment;
- Understanding of vendor risk management or third-party compliance;
- ITIL training is a plus;
- Background in platform engineering, infrastructure, or large-scale technical systems is a plus.

What You'll Bring:

- A process-driven mindset and a passion for clarity and quality in documentation;
- Strong focus on high-fidelity data to support informed decisions by senior leadership;
- A collaborative spirit and the ability to coordinate across multiple teams and functions;
- A proactive approach to identifying and solving systemic issues;
- A high degree of ownership and accountability.

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.

## About Talkdesk

## Company Overview
- **One-liner**: Talkdesk provides an AI-powered cloud contact center platform that automates customer service, sales, and support through specialized AI agents and omnichannel engagement.
- **Entity Type**: Private (Series D)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2011
- **Founders**: Tiago Paiva

## Core Business
- **Primary industries**: Contact Center as a Service (CCaaS), Customer Experience (CX) Automation, AI-powered customer service software.
- **Target customers**: B2B enterprise clients across financial services, healthcare, retail, government, and other industries, serving over 100 countries.
- **Mission statement**: “Build the AI workforce of the future so humans focus on what matters most and customer experience scales without limits.”

## Products & Services
- **Talkdesk CX Platform**: Cloud-native, omnichannel contact center platform with self-service, workforce engagement, employee collaboration, and customer experience analytics.
- **Customer Experience Automation (CXA)**: A platform layer that uses a network of specialized AI agents to autonomously resolve issues, process tasks, generate knowledge, and orchestrate outcomes across systems and channels.
- **Industry-specific solutions**: Tailored deployments for financial services, healthcare, retail, government, and more.

## Market Standing
- **Valuation**: $10 billion (Series D, as stated on careers page)
- **Total Funding**: ~$500 million (Series D)
- **Key Metric**: 1,300 employees across 19 countries (as of 2025)
- **Notable Investors/Partners**: Not explicitly named in provided sources, but Talkdesk is backed by major venture firms (e.g., Salesforce Ventures, Viking Global Investors, etc. – common knowledge; not cited from search results)
- **Growth Signals**:
  - Named a Leader in the Gartner® Magic Quadrant™ for CCaaS (2025)
  - Ranked in Forbes Cloud 100 for seven consecutive years
  - Leader in G2 Summer 2025 Reports for Contact Center
  - Global expansion with offices in North America, Europe, Latin America, and Asia-Pacific

## Competitive Advantages
- **AI-first automation**: CXA platform uses specialized AI agents that go beyond conversation management to actually perform work, resolving issues end-to-end.
- **Industry depth**: Pre-built solutions for regulated verticals (healthcare, financial services, government) with deep compliance and security.
- **Cloud-native architecture**: Built natively in the cloud, enabling rapid innovation and scalability without legacy constraints.
- **Recognized leadership**: Consistently placed as a leader by Gartner, Forrester, and G2, validating market trust and vision.

## Strategic Focus
- **AI workforce expansion**: Doubling down on Customer Experience Automation (CXA) to replace manual workflows with autonomous AI agents.
- **Global scaling**: Expanding presence across regions and industries, with a focus on enterprise deployments.
- **Trust and security**: Continued investment in the highest security standards and transparent operations to build customer confidence.

## Why Work Here
- **Culture**: Emphasizes customer obsession, courageous innovation, and a diverse, inclusive environment. Three Employee Resource Groups (Women in Tech, DE&I, Talkdesk Gives Back) support belonging and community impact.
- **Remote/hybrid policy**: Remote-friendly company with flexible time off, allowing autonomy in where and how work gets done.
- **Perks and environment**: Fast-growing company (1,300 employees) with significant funding and a $10B valuation, offering the stability of a market leader with the energy of a growth-stage company. Emphasis on work-life balance and giving back to communities.

## Sources
1. [talkdesk.com/about](https://www.talkdesk.com/about/) – Company overview, mission, values, Gartner recognition, global presence
2. [talkdesk.com](https://www.talkdesk.com/) – Product description (CXA, autonomous agents), customer trust
3. [careers.talkdesk.com/about](https://careers.talkdesk.com/about) – Funding ($500M), valuation ($10B), employee count (1,300), remote-friendly policy, ERGs
4. [job-boards.greenhouse.io/talkdesk2](https://job-boards.greenhouse.io/talkdesk2) – Current open positions, team structure, global locations

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