Technical Architect - Amazon Connect

Job Description

As a 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

Experience with Amazon Connect is a MUST .

3+ years 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.

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.