Job Description

As a Senior Technical Architect, your primary responsibility will be to develop customized technical solutions that align with the unique business requirements and objectives of our customers.

Responsibilities:

• Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.

• Owning the end-to-end technical delivery of specific customer implementation projects.

• Delivering comprehensive, complex implementations of contact centers with Zendesk for Contact Center.

• Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.

• Lead technical projects involving multiplate development and architecture resources.

• Mentor junior colleagues on best practices and new technologies.

• Ability to translate customer business objectives into technical solutions.

• Provide expert recommendations based on your extensive technical knowledge and experience, taking ownership of the definition, documentation, and execution of optimal technical solutions.

• Collaborate closely with members of the Zendesk Professional Services team, including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts, across various customer engagements, serving as the lead technical solution designer.

• Lead or participate in design and configuration workshops with customers and partners to effectively architect solutions.

• Produce Technical Design Documents (“TDD”) and Zendesk Custom App Specification Documents in accordance with customer needs.

• Support the development and testing phases of custom solutions, working collaboratively with Zendesk Developers and Quality Assurance Analysts to address and resolve issues.

• Assist in the functional design and configuration of Zendesk environments in partnership with Services Consultants and Engagement Managers.

• Conduct technical training sessions, handovers, and knowledge transfer sessions to ensure continuity and understanding among stakeholders.

• Maintain ongoing communication with Zendesk Engagement Managers regarding project status, issues, and outstanding efforts related to deliverables.

• Manage and contribute to multiple projects concurrently, demonstrating strong organizational skills.

• Uphold technical expertise across the entire Zendesk product suite while handling high-profile customer escalations with confidence and effectiveness.

• Support pre-sales activities by gathering technical requirements and providing solutions and estimates to customers.

• Maintain technical product expertise across Zendesk for Contact Center with both existing and prospective customers to understand their needs and lead technical discussions.

• Articulate complex technical concepts to diverse audiences, including executive-level decision-makers

• Identify workarounds for product limitations and collaborate with the Product team to recommend enhancements based on market demands

Qualifications:

• Bachelor’s Degree or equivalent experience, with a minimum of 3 years in consulting services or programming

• 6+ years of contact center experience with at least 4 years on Amazon Connect

• Hands-on experience building, migrating and deploying complex cloud-based solutions

• Familiarity with a backend programming language, such as Java, C#, Node.js, Python, PHP

• Experience implementing and supporting AWS environment

• Experience building integrations and supporting contact center solutions in an end user or customer environment

• Proven ability to manage multiple projects with competing priorities and successfully deliver on project goals

• Strong analytical and project management skills, enabling the alignment of business requirements with technical solutions

• Demonstrated capacity for prioritizing solutions effectively, with experience in automating deployments and improving solution efficiency

• Familiarity with RESTful APIs and experience in developing, selling, or supporting SaaS applications

• Familiarity with AWS or other cloud platforms (GCP, Azure)

• Knowledge of various technical domains, including web development, mobile development, backend development, and automation

• Excellent communication skills

• Strong hands-on programming skills, experience developing solutions with code/scripting and comfortable with AWS Lambda and Python

• Passion for building contact center solutions and getting hands dirty

• Strong analytical problem-solving ability

#LI-MN4

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.