Senior Solutions Architect - Amazon Connect

About Zendesk

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.

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.

Responsibilities

• 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.
• Collaborate closely with partners during co-sell engagements, providing expert technical guidance and solving complex implementation challenges.
• Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk to support partner deployments.
• Define technical enablement strategies aligned with partner needs and evolving business goals.
• Coach partners, internal teams, and presales specialists on best practices in solution design and deployment.
• 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.
• Create technical documentation, playbooks, and training content tailored for partner consumption.
• Own the technical onboarding and enablement process for partners, reducing onboarding friction and accelerating time to market.
• Define and execute the architectural vision for partner-facing contact center solutions within the CoE framework.
• Support and guide partners and internal teams to adhere to architectural best practices, security standards, and delivery excellence.
• Work with partner sales leads, sales, and engineering teams to align on technical requirements, scope, and co-sell strategies.
• Promote adoption of the latest contact center technologies and best practices with partners.
• Ensure partner solutions meet compliance, security, and governance requirements.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent 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.
• 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.
• Demonstrated ability to deliver technical training and enablement to partners or customers.
• Experience leading technical engagements involving multiple stakeholders including partners, internal teams, and vendors.
• Exceptional verbal and written skills with the ability to translate complex technical information for diverse audiences.
• Strong analytical skills and ability to devise creative technical solutions in partner-centric contexts.
• Familiarity with omnichannel contact center solutions, AI-driven automation, workforce engagement management, and reporting tools.

Preferred

• Zendesk certifications, AWS Certified Solutions Architect, or equivalent.
• Working knowledge of Agile and DevOps methodologies.

Pay

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.

Fairness and transparency

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.

Equal opportunity

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 .

Accommodations

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 [email protected] with your specific accommodation request.