Services Consultant - Amazon Connect

Job Description

As a Services Consultant, your primary responsibility will be to lead the end-to-end technical delivery for our customers. You'll take ownership of the implementation process, from initial requirements gathering to successful go-live, ensuring solutions are technically sound and aligned with customer business goals.

Responsibilities

• Technical Expertise & Problem-Solving: Serve as a subject matter expert on Zendesk for Contact Center. Provide expert recommendations, identify workarounds, and confidently handle high-profile customers.

• Solution Design & Documentation: Lead design and configuration workshops with customers, producing detailed Technical Design Documents (TDDs) that translate business objectives into technical solutions.

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

• Collaborate on Implementation: Work closely with cross-functional teams, including Solution Architects, Engagement Managers, and Technical Architects to support the development, testing, and go-live phases..

• Client Training & Handovers: Conduct technical training, handovers, and knowledge transfer sessions to ensure customers and stakeholders can effectively manage their new solutions.

• Communication: Maintain strong communication with Engagement Managers, providing regular updates on project status, issues, and progress toward deliverables.

Qualifications

• 3+ years of customer-facing experience, preferably technical support or consulting role.

• Experience with Amazon Connect is a must.

• 3+ years hands-on experience building, migrating and deploying complex cloud-based solutions.

• Experiencing implementing and supporting AWS environments.

• Experience in automating deployments and improving solution efficiency

• Experience building integrations across contact center solutions.

• 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.

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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.