Senior Technical Architect

Job Description

As a Senior 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.
• Own the end-to-end technical delivery of specific customer implementation projects.
• Deliver comprehensive, complex implementations of contact centers with Zendesk for Contact Center.
• Configure services and deploy resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3, and more.
• Lead technical projects involving multiplatform development and architecture resources.
• Mentor junior colleagues on best practices and new technologies.
• Translate customer business objectives into technical solutions.
• Provide expert recommendations based on 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 required
• 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 environments
• 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 comfort with AWS Lambda and Python

Where We Work

Zendesk offers competitive pay, benefits, appealing offices, and snacks. Our culture is dedicated to enabling conversations and providing appreciative support, promoting work-life balance through flexible hours, remote work, and dynamic parental leave plans. Our Social Impact team actively engages in the community, enabling thousands of hours of investment with local groups annually. We invest in diversity and inclusion to ensure our team reflects global diversity. A dedicated team ensures a top-notch and welcoming workplace experience for all.

The US annualized base salary range for this position is $93,000.00-$139,000.00. This position may also be eligible for bonus, benefits, or related incentives. The offer for the successful candidate will be based on job-related capabilities, applicable experience, and other factors such as work location. Compensation details listed reflect base salary only and do not include bonus, benefits, or related incentives.

Hybrid: This role utilizes a hybrid model, with team-level design for rich onsite experiences focused on connection, collaboration, learning, and celebration, balanced with flexibility for remote work. Attendance at our local office is required for part of the week, with the specific schedule determined by the hiring manager.

Zendesk software was built to bring calm to the customer service world, powering billions of conversations with brands worldwide. Zendesk believes in offering a fulfilling and inclusive experience, with a hybrid work model enabling purposeful in-person collaboration and remote flexibility.

As part of our commitment to fairness and transparency, artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer committed to fostering global diversity, equity, & inclusion. We consider individuals seeking employment and employees 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. For EEO rights information in the US, click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans. If you require a reasonable accommodation to submit an application, complete pre-employment testing, or participate in the employee selection process, please email [email protected] with your specific request.