customer

CustomerZone360 NEWS

Free eNews Subscription

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
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of 2025 Voice AI Technology Excellence Awards

By: TMCnet News    6/30/2025

The Voice AI Technology Excellence Awards honor innovative solutions that harness the power of artificial intelligence to elevate voice-driven experie…

Read More

Burnout on the Line: Smarter Solutions to Combat a Growing Crisis

By: Contributing Writer    6/17/2025

Burnout is draining your contact center. Discover how better training and the right tools can keep agents sharp, calm, and performing.

Read More

VoIP Provider Zadarma Integrates Three AI Voice Agents into its PBX Platform

By: Erik Linask    6/11/2025

London-based VoIP provider Zadarma integrated three AI-powered voice assistants directly into its PBX platform, a first in Europe, according to the co…

Read More

CUSTOMER Magazine Announces Winners of the 2025 CRM Excellence Awards

By: TMCnet News    6/11/2025

The 2025 CRM Excellence Awards recognize companies whose products and services go beyond traditional customer relationship management, encompassing th…

Read More

The Future of CX: Mosaicx Unveils AI-Native Engage Platform

By: Erik Linask    6/6/2025

Mosaicx has launched Engage, its next-gen AI-native CX platform to drive improvements in customer engagement and experiences.

Read More