Senior Solutions Architect - Amazon Connect

Description

Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency.

Position Overview

We are seeking a seasoned Contact Center Partner Solutions Consultant with deep expertise in contact center technologies and CX Suites—preferably Zendesk, Amazon Connect, and AWS—with a strong focus on partner onboarding, technical enablement, and co-selling support. This role will lead partner technical enablement efforts, ensuring partners are fully equipped and supported to resell and implement Zendesk Contact Center solutions effectively. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise to drive partner success and seamless integration of contact center solutions.

Core Daily Activities

Partner Onboarding and Enablement: Drive the technical onboarding process for partners, ensuring they acquire the skills and knowledge necessary to successfully implement and resell Zendesk Contact Center solutions.

Co-Sell Technical Support: Collaborate closely with partners during co-sell engagements, providing expert technical guidance and solving complex implementation challenges.

Architect and Optimize Contact Center Solutions: Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk to support partner deployments.

Lead Technical Strategy and Partner Roadmap: Define technical enablement strategies aligned with partner needs and evolving business goals.

Provide Technical Leadership and Mentorship: Coach partners, internal teams, and presales specialists on best practices in solution design and deployment.

Drive Innovation and Emerging Technology Adoption: Stay updated on AI, ML, and automation trends in contact centers to continuously improve partner technical capabilities.

Support Pre-Sales and Post-Sales Activities with Partners: Support technical discovery, solution design, demonstrations, PoCs, and ongoing partner support.

Develop Enablement Materials: Create technical documentation, playbooks, and training content tailored for partner consumption.

Responsibilities

• Partner Success Focus: Own the technical onboarding and enablement process for partners, reducing onboarding friction and accelerating time to market.
• Strategic Leadership: Define and execute the architectural vision for partner-facing contact center solutions within the CoE framework.
• Technical Oversight: Support and guide partners and internal teams to adhere to architectural best practices, security standards, and delivery excellence.
• Collaboration: Work with partner sales leads, sales, and engineering teams to align on technical requirements, scope, and co-sell strategies.
• Innovation Advocacy: Promote adoption of the latest contact center technologies and best practices with partners.
• Governance and Compliance: Ensure partner solutions meet compliance, security, and governance requirements.

Requirements

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience.
• Experience: Minimum of 10 years in solution architecture, with at least 5 years focused on contact center technologies including Amazon Connect and Zendesk, with partner-facing or customer enablement experience preferred.
• Technical Expertise: Proficient designing solutions using Zendesk, Amazon Connect, AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway). Experience with Python and/or NodeJS is a plus.
• Enablement Skills: Demonstrated ability to deliver technical training and enablement to partners or customers.
• Leadership: Experience leading technical engagements involving multiple stakeholders including partners, internal teams, and vendors.
• Communication: Exceptional verbal and written skills with the ability to translate complex technical information for diverse audiences.
• Problem Solving: Strong analytical skills and ability to devise creative technical solutions in partner-centric contexts.
• Preferred Qualifications
• Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent.
• Industry Knowledge: Familiarity with omnichannel contact center solutions, AI-driven automation, workforce engagement management, and reporting tools.
• Agile Experience: Working knowledge of Agile and DevOps methodologies.
• The US annualized OTE (On Target Earnings) range for this position is $200,000.00-$300,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.
• The intelligent heart of customer experience
• Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
• Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
• As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.