1 day ago
Responsibilities
- Own the technical vision, reliability, availability, scalability, governance, and lifecycle management of shared demo environments.
- Design and build reusable end-to-end contact center and customer experience demonstrations using Zendesk, Amazon Connect, and AWS.
- Develop integrations, configurations, workflows, templates, deployment processes, and automation for reusable and opportunity-specific demos.
- Partner with presales specialists, architects, engineering teams, customers, vendors, and other stakeholders to deliver tailored demonstrations and proof-of-concepts.
- Track product releases and apply relevant capabilities across contact center, AI, automation, analytics, and agent productivity use cases.
- Maintain security, access controls, data standards, cost optimization, technical quality, testing, troubleshooting, and platform best practices.
- Create architecture diagrams, technical guides, setup and troubleshooting documentation, demo scripts, and internal enablement materials.
- Manage multiple concurrent requests independently, establish priorities, communicate tradeoffs, and support occasional customer presentations and technical discussions.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or Business Administration, or equivalent experience.
- Minimum 8–10 years of experience in solution engineering, platform engineering, solution architecture, software development, or a related technical field.
- At least five years of experience with contact center technologies, including Amazon Connect and CRM/CX technologies; Zendesk experience is preferred.
- Strong proficiency with CRM/CX platforms, Amazon Connect, AWS Lambda, Amazon Bedrock, Amazon Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch, and other AWS services.
- Experience creating technical demonstrations, reusable use cases, prototypes, proof-of-concepts, or reference implementations.
- Experience managing shared technical environments, releases, configuration changes, complex troubleshooting, platform availability, and reliability improvements.
- Python and/or Node.js experience is preferred.
- Zendesk certifications, AWS Certified Solutions Architect certification, or equivalent contact center platform credentials are preferred.
- Experience with omnichannel contact centers, voice, chat, messaging, AI-driven automation, agent assistance, workforce and quality management, reporting, and analytics is preferred.
- Experience delivering customer demonstrations, supporting technical discussions, and answering detailed customer or prospect questions is preferred.
- Experience with Agile and DevOps frameworks, source control, CI/CD, infrastructure as code, automated testing, and repeatable deployment practices is preferred.
Benefits
- Hybrid work arrangement with part of the week in a local office and flexibility to work remotely for part of the week.
- Applicants must be physically located and plan to work from Karnataka or Maharashtra; the specific in-office schedule is determined by the hiring manager.
- Zendesk offers an inclusive workplace and is an equal opportunity employer.
About Zendesk
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