Talkdesk Appoints New Chief Technology Officer

Talkdesk has appointed Munil Shah as its new Chief Technology Officer (CTO), marking a significant step forward in its commitment to innovation in artificial intelligence (AI) and customer experience (CX). Shah will join the esteemed Talkdesk executive team and report directly to Tiago Paiva, the CEO.

“Our focus on engineering has never been more important. Being the AI-powered customer experience leader requires us to get ahead of the innovation curve with first-to-market technologies that will unlock greater efficiency and success for our customers. To do that, we need a CTO who understands how to quickly capture growth opportunities through innovation when markets like AI and automation intersect. Munil is that leader, and I am excited about what he will do here,” said Tiago Paiva, Chief Executive Officer and Founder of Talkdesk.

With his extensive experience, including expertise in developing large-scale enterprise software and leading highly efficient global teams, Shah will spearhead Talkdesk's engineering efforts on a global scale.

Prior to joining Talkdesk, Shah held the position of CTO at UiPath, focusing on Automation Cloud, where he was instrumental in building and guiding the engineering division. He successfully transitioned the company into a cloud-based business model and played a pivotal role in UiPath's journey to an initial public offering (IPO). Before that, Shah spent 24 years at Microsoft, where he held leadership roles in engineering and product development for various flagship products such as Azure, Bing, and Windows.

“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. 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,” said Munil Shah, Chief Technology Officer at Talkdesk.

Shah's appointment comes on the heels of Talkdesk's recent unveiling of groundbreaking generative artificial intelligence (GenAI) innovations in CX, including Talkdesk Ascend Connect and Talkdesk Autopilot for different sectors like Banking, Retail, and Healthcare. With Shah at the helm of engineering, Talkdesk aims to accelerate its AI roadmap, delivering pioneering technologies that prioritize AI-driven customer experiences for enterprises worldwide.

In August last year, Talkdesk welcomed Neville Letzerich on board as its new Chief Marketing Officer (CMO).