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AI Call Center Company Talkdesk Announces Appointment of New CTO

By Tracey E. Schelmetic April 26, 2024

AI-powered contact center solutions provider Talkdesk recently announced a new hire: Munil Shah has been appointed the company’s new chief technology officer (CTO), bolstering the company’s lead as an innovator in artificial intelligence (AI) and customer experience (CX). He will be part of the Talkdesk executive leadership team, reporting to Tiago Paiva, Talkdesk’s chief executive officer (CEO).

Shah is an experienced and accomplished technologist, and he will lead Talkdesk engineering across the globe. He brings to Talkdesk valuable expertise in building large-scale enterprise software and leading high-performing global teams, said the company.

“There is a massive shift underway in the software industry with the launch of ChatGPT and GenAI, and the contact center is being impacted tremendously,” noted Shah in the announcement. “This is a pivotal moment for Talkdesk as the market for conversational AI and virtual agents is expected to grow rapidly. As Talkdesk CTO, the relentless pursuit of customer satisfaction has to be ingrained in every product we deliver and every capability we enable. I am ready and honored to lead the company into this next era of artificial intelligence, automation, and customer experience innovation.”

Previous to his Talkdesk appointment, Shah was UiPath CTO, Automation Cloud, where he built and led the engineering organization, pivoted the company into a cloud business, and played a strategic role in taking the company through an initial public offering (IPO). Previously, Shah spent 24 years with Microsoft, leading engineering and product teams for several highly successful products, including Azure, Bing and Windows. He holds an M.S. in Computer Science from Arizona State University and is based in Seattle, Washington.

Shah’s appointment comes at a strategic time for Talkdesk, which has introduced several generative artificial intelligence (GenAI) innovations in CX, including Talkdesk Ascend Connect, Talkdesk Autopilot for Banking, Talkdesk Autopilot for Retail and Talkdesk Autopilot for Healthcare. Under Shah’s leadership, the Talkdesk engineering organization plans to accelerate the company’s AI roadmap and drive strategic technologies that enable AI-first customer experiences for enterprises worldwide.




Edited by Alex Passett
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