Senior Solutions Architect, Contact Center

We are an innovative and fast-moving business focused on helping companies build better relationships with their customers. We take pride in the impact our work has on organizations, while also caring deeply about the experience of our employees and the culture we build together. Zendesk helps companies improve customer engagement through powerful, scalable, and easy-to-use software solutions.

About the role

As a Senior Solutions Architect, your primary responsibility will be to understand client requirements and translate them into a high-level solution in the form of a Statement of Work, including timelines and costing.

Responsibilities

• Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.
• Own the end-to-end technical delivery of specific customer implementation projects.
• Deliver comprehensive, complex implementations with Zendesk for Contact Center.
• Configure services and deploy resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3, and more.
• Lead technical projects involving multiple development and architecture resources. Mentor junior colleagues on best practices and new technologies.
• Translate customer business objectives into technical solutions.
• Provide expert recommendations based on extensive technical knowledge and experience, taking ownership of the definition, documentation, and execution of optimal technical solutions.
• Collaborate closely with members of the Zendesk Professional Services team, including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts across various customer engagements, serving as the lead technical solution designer.
• Lead or participate in design and configuration workshops with customers and partners to effectively architect solutions.
• Support pre-sales activities by gathering technical requirements and providing solutions and estimates to customers.
• Produce Technical Design Documents, Technical Guidance Documents, and specifications for custom applications or integrations within the Zendesk Contact Center platform.
• Assist in the functional design and configuration of Zendesk environments in partnership with Services Consultants and Engagement Managers.
• Conduct handovers and knowledge transfer sessions to ensure continuity and understanding among stakeholders.
• Maintain ongoing communication with Zendesk Engagement Managers regarding project status, issues, and outstanding efforts related to deliverables.
• Manage and contribute to multiple projects concurrently, demonstrating strong organizational skills.
• Uphold technical expertise across the Zendesk Contact Center product suite while handling high-profile customer escalations with confidence and effectiveness.

Requirements

• 8+ years of customer-facing experience, preferably in a technical architecture or consulting role.
• 8+ years of hands-on experience building, migrating, and deploying complex cloud-based solutions.
• Strong client management and presentation skills. Workshop facilitation and requirements gathering skills.
• Experience crafting contact center solutions and defining a Statement of Work.
• Experience with Project Management.
• Proven experience consulting, implementing, and supporting AWS environments.
• Experience architecting integrations across CRM, Unified Communications, and contact center solutions.
• Strong hands-on programming skills; experience developing solutions with code/scripting and comfort with AWS Lambda is beneficial.
• Passion for building contact center solutions and getting hands dirty.
• Strong analytical problem-solving ability.
• Self-starter with the ability to work independently or as part of a project team.
• Comfortable communicating with customers over email and video calls.

Qualifications

• B.S. in Computer Science, related fields, or commensurate work experience.
• AWS certification at Associate level or equivalent.
• Experience using REST APIs and AWS Lambda (preferably Python).
• Experience with integration in third-party systems via API.
• Knowledge of Contact Center operational processes.
• Consultation experience in the Contact Center space.

Skills

• Familiarity with a backend programming language (Ruby, Python, C#, etc.).
• Experience with Zendesk configuration and implementation processes.
• Familiarity with the Zendesk App Framework and technical capabilities (SSO, API, SDKs, etc.).
• Zendesk Support Administrator Expert Certification is a plus.
• Strong spoken and written English is a must; additional languages such as German, Spanish, or French are favorable.

Pay

The US annualized OTE (On Target Earnings) range for this position is $206,000.00–$308,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. The offer will be based on job-related capabilities, applicable experience, and work location.

Schedule

Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect, collaborate, and learn, while also giving flexibility to work remotely for part of the week.