1 day ago
Responsibilities
- Drive technical onboarding and enablement for partners implementing and reselling Zendesk Contact Center solutions.
- Provide technical guidance during co-selling engagements and resolve complex implementation challenges.
- Design scalable contact center architectures using Zendesk, Amazon Connect, and AWS services.
- Define technical enablement strategies, architectural vision, and partner technical roadmaps.
- Coach partners, internal teams, and presales specialists on solution design and deployment practices.
- Support technical discovery, solution design, demonstrations, proofs of concept, and post-sales partner support.
- Create partner-facing technical documentation, playbooks, training content, and enablement materials.
- Ensure partner solutions meet architectural, security, compliance, and governance requirements.
- Collaborate with partner sales leads, sales teams, engineering teams, and vendors on technical requirements and co-sell strategies.
- Promote adoption of emerging contact center, AI, ML, and automation capabilities.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration.
- At least 10 years of solution architecture experience, including at least 5 years focused on contact center technologies such as Amazon Connect and Zendesk.
- Experience designing solutions with Zendesk, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, Amazon S3, and API Gateway.
- Partner- or customer-facing technical enablement and training experience.
- Experience leading technical engagements involving partners, internal teams, and vendors.
- Strong verbal, written, analytical, problem-solving, and technical communication skills.
- Python and/or NodeJS 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 part of the week in the local office and flexibility to work remotely for the remainder of the week.
- Applicants must be physically located and plan to work from Karnataka or Maharashtra.
- Inclusive workplace with equal opportunity and diversity, equity, and inclusion commitments.
About Zendesk
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