3 days ago
Pune, IndiaSenior
Responsibilities
- Own, maintain, and improve shared demo environments using Zendesk, Amazon Connect, AWS, and related technologies.
- Design and build reusable end-to-end contact center demonstrations covering CX, AI, automation, analytics, integrations, and agent productivity.
- Develop opportunity-specific configurations, integrations, workflows, proof-of-concepts, and demonstrations with presales specialists and architects.
- Manage platform releases, configuration changes, troubleshooting, availability, reliability, governance, security, access controls, data standards, and cost optimization.
- Create reusable components, templates, deployment processes, automation, technical documentation, architecture diagrams, demo scripts, and enablement materials.
- Collaborate with internal teams, business leaders, customers, product specialists, engineering teams, vendors, and partners.
- Occasionally participate in customer demonstrations, technical discussions, presentations, and proof-of-concepts.
Requirements
- Bachelor’s or master’s degree in Computer Science, Information Technology, Engineering, or Business Administration, or equivalent experience.
- At least 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, Amazon S3, API Gateway, and CloudWatch.
- Experience creating technical demonstrations, reusable use cases, prototypes, proof-of-concepts, or reference implementations.
- Experience managing shared technical environments, releases, configuration changes, complex troubleshooting, availability, and reliability improvements.
- Ability to work independently, own technical outcomes, influence cross-functional teams, manage concurrent projects, and communicate complex concepts to technical and non-technical stakeholders.
- Preferred qualifications include Zendesk certifications, AWS Certified Solutions Architect certification, omnichannel contact center experience, customer-facing technical demonstration experience, and familiarity with source control, CI/CD, infrastructure as code, automated testing, and repeatable deployments.
Benefits
- Hybrid work arrangement with in-person collaboration and remote flexibility during the week.
- Role is limited to candidates physically located in and planning to work from Karnataka or Maharashtra.
- Inclusive equal-opportunity workplace with diversity, equity, and inclusion initiatives.
- Reasonable accommodations are available 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.