Senior Services Consultant - Amazon Connect

Zendesk, Inc.; Quebec; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work culture

Job summary

Zendesk, Inc. seeks a Services Consultant to lead end-to-end technical delivery for customers, from requirements gathering to successful go-live.

You will own designs, workshops, and documentation while deploying resources in customer AWS accounts using a broad set of AWS services. You will collaborate with cross-functional teams, train customers, and ensure smooth handovers, maintaining ongoing communication on progress and issues.

Qualifications

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

Responsibilities

• Lead end-to-end technical delivery for customers, from requirements gathering to go-live.
• Serve as a subject matter expert on Zendesk for Contact Center; provide recommendations and handle high-profile customers.
• Lead design and configuration workshops with customers, producing Technical Design Documents translating business objectives into technical solutions.
• Configure services and deploy resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.
• Collaborate with Solution Architects, Engagement Managers, and Technical Architects to support development, testing, and go-live phases.
• Conduct technical training, handovers, and knowledge transfer sessions to ensure customers can manage solutions.
• Maintain strong communication with Engagement Managers, providing regular updates on project status and deliverables.

Skills

Customer-facing experience

Amazon Connect

Cloud deployments

AWS environments

Automation deployments

Integrations

Programming / scripting

Problem solving

Tools

AWS CloudFormation

AWS Lambda

DynamoDB

S3

Kinesis

IAM

Job description

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.

The US annualized base salary range for this position is $137,000.00-$205,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 [e-mail] with your specific accommodation request.