Senior Solutions Architect, Contact Center

Job Description

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. Our products enable organizations to move faster, operate more efficiently, and deliver better customer experiences across every touchpoint.

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

Key Responsibilities:

• Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.

• Owning the end-to-end technical delivery of specific customer implementation projects.

• Delivering comprehensive, complex implementations with Zendesk for Contact Center.

• Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.

• Lead technical projects involving multiplate development and architecture resources. 

• Mentor junior colleagues on best practices and new technologies. 

• Ability to translate customer business objectives into technical solutions. 

• Provide expert recommendations based on your 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 Zendesk Contact Center product suite while handling high-profile customer escalations with confidence and effectiveness.

Qualifications & Experience:

• 8+ years of customer-facing experience, preferably technical architecture or

• consulting role.

• 8+ years 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 experiencing 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 comfortable with AWS Lambda would be 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.

Previous experience in one or more of the following areas:

• Experience using  REST APIs and AWS Lambda (preferably Python).

• Experience with integration in 3rd party systems via API

• Contact Center operational processes

• Consultation is the Contact Center space

Educational Background:

• B.S. in Computer Science, related fields or commensurate work experience.

• AWS certification at Associate level or equivalent.

Additional Skills (Preferred):

• 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 favourable.

#LI-LM5

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. 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 whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.