Solutions Architect with AWS Connect (CCaaS)

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 CCaaS 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 CCaaS environment (mandatory).

Previous experience working as a Solutions Architect or similar role in a CCaaS environment supporting AWS environments (mandatory).

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 in English, with a focus on articulating value and building trust with prospective customers.

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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.

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