1 day ago
Base Salary
$200k - $300k/yr
Responsibilities
- Drive technical onboarding and enablement for partners implementing and reselling Zendesk Contact Center solutions.
- Provide technical guidance during co-selling engagements and solve complex implementation challenges.
- Design scalable contact center architectures using Zendesk, Amazon Connect, and AWS services.
- Define partner-facing technical strategies, architectural vision, and enablement roadmaps.
- Coach partners, internal teams, and presales specialists on solution design and deployment best practices.
- Support technical discovery, solution design, demonstrations, proofs of concept, and post-sales partner support.
- Create technical documentation, playbooks, training content, and other partner enablement materials.
- Coordinate with partner sales, sales, engineering teams, and vendors on technical requirements and co-sell strategies.
- Ensure partner solutions meet architectural, security, compliance, and governance requirements.
- Promote adoption of emerging contact center, AI, ML, and automation technologies.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration, or equivalent experience.
- At least 10 years of solution architecture experience, including at least 5 years focused on contact center technologies such as Amazon Connect and Zendesk.
- Partner-facing or customer enablement experience, including delivery of technical training and enablement.
- Proficiency designing solutions with Zendesk, Amazon Connect, and AWS services including Lambda, Lex, IAM, DynamoDB, S3, and API Gateway.
- Experience leading technical engagements involving partners, internal teams, and vendors.
- Exceptional verbal and written communication skills with the ability to explain complex technical concepts to diverse audiences.
- Strong analytical and problem-solving skills for developing partner-focused technical solutions.
- Python and/or Node.js experience is a plus.
- Zendesk certifications, AWS Certified Solutions Architect certification, or equivalent are preferred.
- Familiarity with omnichannel contact centers, AI-driven automation, workforce engagement management, and reporting tools is preferred.
- Working knowledge of Agile and DevOps methodologies is preferred.
Benefits
- Hybrid work arrangement with in-person collaboration at Zendesk offices and remote flexibility during part of the week.
- The position may be eligible for bonus, benefits, or related incentives.
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.