Solutions Architect - Contact Center as a Service (CCaaS)

Solutions Architect (CCaaS)

Job Description

Job Description

As a Solutions Architect, your main responsibility will be to act as the key technical expert during the pre-sales process. You will work closely with the Contact Center Platform Architecture team and potential customers to design and scope customized solutions that meet their unique business needs, ultimately securing new professional services engagements.

Please note that to succeed in this role you must have previous experience working with CCaS architecture and AWS (Connect or Services) environments.

Responsibilities

• Lead Pre-Sales Technical Scoping. Provide expert technical support to the sales team by analyzing customer requirements and recommending the most effective use of Zendesk products and services.

• Create detailed professional services estimates and proposals for the development and implementation of new customer solutions.

• Articulate complex technical concepts clearly to diverse audiences, from technical teams to executive-level decision-makers, to build confidence in our proposed solution.

• Maintain deep technical expertise across Zendesk for Contact Center product suite, leading technical discussions and providing expert recommendations.

• Partner closely with the Professional Services team to ensure a seamless transition from the sales cycle to project delivery, setting the implementation team up for success.

Qualifications

• Strong experience and certification in AWS connect and/or AWS services working in a CCaS environment.

• Previous experience working as a solutions architect or similar role in a CCaS environment supporting AWS environments.

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

• Strong technical background in cloud technologies, specifically Amazon Connect, SaaS applications, and enterprise-level solution architecture.

• Experiencing implementing and supporting AWS environments.

• Proven ability to translate customer business objectives into a comprehensive technical solution and detailed project estimate.

• Exceptional communication and presentation skills, with a focus on articulating value and building trust with prospective customers.

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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.

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.

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.

Experience Level

Senior Level