Senior Solutions Architect (CCaaS)

Zendesk; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading customer service software firm in the UK is looking for a Pre-Sales Technical Consultant who can provide expert support to the sales team and create detailed proposals for customer solutions. The ideal candidate will have over 3 years of experience in technical support and must be skilled in cloud technologies. This role features a hybrid work model, requiring in-office attendance part of the week while allowing remote work flexibility.

Qualifications

• 3+ years of customer-facing experience, ideally in technical support or consulting.
• 3+ years hands-on experience with complex cloud-based solutions.
• Ability to articulate complex technical concepts to diverse audiences.

Responsibilities

• Lead Pre-Sales Technical Scoping, providing expert support to sales.
• Create proposals for customer solutions.
• Maintain deep technical expertise on Zendesk's Contact Center product.

Skills

Customer-facing experience

Cloud technologies

Technical support

AWS environments

Job description

Job Description

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

• 3+ years of customer-facing experience, preferably technical support or consulting role.
• 3+ years 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, with a focus on articulating value and building trust with prospective customers.

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.

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.

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.