Senior Solutions Architect (CCaaS)

Zendesk, Inc.; City of Westminster; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A tech company is seeking a Senior Solutions Architect to act as the key technical expert during the pre-sales process. This role will involve working closely with potential customers to design tailored solutions and supporting the sales team with technical insights. Candidates should have strong experience in CCaS and AWS environments and the ability to simplify complex technical concepts. The position offers a hybrid work model with time in the office to enhance collaboration and connectivity.

Qualifications

• Strong experience and certification in AWS Connect and/or AWS services in a CCaS environment.
• Experience as a solutions architect in CCaS.
• Hands-on experience in building cloud-based solutions.

Responsibilities

• Lead Pre-Sales Technical Scoping and provide expert technical support.
• Create detailed estimates and proposals for new solutions.
• Articulate complex technical concepts to diverse audiences.
• Maintain expertise across Zendesk's Contact Center product suite.
• Partner with Professional Services for smooth project delivery.

Skills

AWS Connect

CCaS architecture

Cloud technologies

Communication skills

Presentation skills

Job description

Overview

As a Senior 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 CCaS 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 CCaS environment.
• Previous experience working as a solutions architect or similar role in a CCaS environment supporting AWS environments.
• 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.
• Experience 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.

Benefits & Autonomy

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.