5 days ago
Base Salary
$200k - $300k/yr
Responsibilities
- Architect scalable contact center solutions using Zendesk, Amazon Connect, AWS, and related services.
- Define the long-term technical strategy and modernization roadmap for the Contact Center Center of Excellence.
- Design integrations between contact center platforms and enterprise systems to optimize workflows and data consistency.
- Lead technical discovery, solution design, demonstrations, proof-of-concepts, and presentations for prospects and clients.
- Mentor pre-sales specialists and provide technical oversight for solution quality, security, and architectural best practices.
- Establish governance frameworks covering security, compliance, performance, and operational standards.
- Develop technical documentation, whitepapers, solution guides, and architecture diagrams.
- Collaborate with business leaders, IT teams, AWS, Zendesk, and other partners on requirements and architectural decisions.
- Evaluate emerging AI, ML, automation, omnichannel, workforce management, reporting, and analytics capabilities for contact centers.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration, or equivalent experience.
- At least 10 years of sales engineering experience, including at least 5 years working with contact center technologies.
- Experience designing and implementing scalable solutions using Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, CRM technologies, and other AWS services.
- Experience with Zendesk is preferred.
- Python and/or NodeJS experience is preferred.
- Demonstrated ability to lead cross-functional teams and manage multiple projects.
- Strong communication, analytical, problem-solving, and stakeholder-management skills.
- Preferred qualifications include Zendesk certifications, AWS Certified Solutions Architect certification, or equivalent contact center credentials.
- Experience designing omnichannel contact center solutions covering voice, chat, AI-driven automation, workforce and quality management, reporting, and analytics is preferred.
- Experience working within Agile and DevOps frameworks is preferred.
Benefits
- Hybrid work arrangement with in-person collaboration at Zendesk offices and remote flexibility for part of the week.
- May be eligible for bonus, benefits, or related incentives.
- Zendesk provides an inclusive workplace and reasonable accommodations for applicants with disabilities and disabled veterans.
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.