Senior Partner Platform Architect

Zendesk, Inc.; Pune District; Hybrid; INR 4,000,000 - 7,000,000; Full time

Job summary

Zendesk, Inc. seeks a seasoned Partner Solutions Consultant to lead technical enablement and co-sell support for Zendesk Contact Center deployments. You will shape solutions, guide partners, and ensure scalable integrations with AWS and Amazon Connect.

Ideal candidates bring 10+ years in solution architecture, strong leadership, and expertise in Zendesk/AWS tech stacks, with a track record of partner enablement and strategic technical direction.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration.
• 10+ years in solution architecture with at least 5 years in contact center tech incl. Amazon Connect and Zendesk.
• Experience with partner-facing or customer enablement roles is preferred.
• Proficient designing solutions using Zendesk, Amazon Connect and AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway).
• Knowledge of Python and/or NodeJS is a plus.

Responsibilities

• Own the technical onboarding and enablement process for partners.
• Collaborate on co-sell engagements, providing expert technical guidance.
• Architect and optimize contact center solutions using Zendesk, Connect and AWS.
• Lead technical strategy and partner roadmap aligned with business goals.
• Mentor partners, presales teams, and internal staff on best practices.

Skills

Partner enablement

Technical leadership

Co-sell support

Solution architecture

Education

Bachelor's or Master's degree in CS/IT/Business Admin

Tools

Zendesk

Amazon Connect

AWS

Python

NodeJS

Job description

Job Description

About Us: Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency.

Position Overview

We are seeking a seasoned Contact Center Partner Solutions Consultant with deep expertise in contact center technologies and CX Suites—preferably Zendesk, Amazon Connect, and AWS—with a strong focus on partner onboarding, technical enablement, and co-selling support. This role will lead partner technical enablement efforts, ensuring partners are fully equipped and supported to resell and implement Zendesk Contact Center solutions effectively. The ideal candidate will provide strategic direction, technical leadership, and hands‑on expertise to drive partner success and seamless integration of contact center solutions.

Core Daily Activities

Partner Onboarding and Enablement: Drive the technical onboarding process for partners, ensuring they acquire the skills and knowledge necessary to successfully implement and resell Zendesk Contact Center solutions.

Co‑Sell Technical Support: Collaborate closely with partners during co‑sell engagements, providing expert technical guidance and solving complex implementation challenges.

Architect and Optimize Contact Center Solutions: Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk to support partner deployments.

Lead Technical Strategy and Partner Roadmap: Define technical enablement strategies aligned with partner needs and evolving business goals.

Provide Technical Leadership and Mentorship: Coach partners, internal teams, and presales specialists on best practices in solution design and deployment.

Drive Innovation and Emerging Technology Adoption: Stay updated on AI, ML, and automation trends in contact centers to continuously improve partner technical capabilities.

Support Pre‑Sales and Post‑Sales Activities with Partners: Support technical discovery, solution design, demonstrations, PoCs, and ongoing partner support.

Develop Enablement Materials: Create technical documentation, playbooks, and training content tailored for partner consumption.

Key Responsibilities

Partner Success Focus: Own the technical onboarding and enablement process for partners, reducing onboarding friction and accelerating time to market.

Strategic Leadership: Define and execute the architectural vision for partner‑facing contact center solutions within the CoE framework.

Technical Oversight: Support and guide partners and internal teams to adhere to architectural best practices, security standards, and delivery excellence.

Collaboration: Work with partner sales leads, sales, and engineering teams to align on technical requirements, scope, and co‑sell strategies.

Innovation Advocacy: Promote adoption of the latest contact center technologies and best practices with partners.

Governance and Compliance: Ensure partner solutions meet compliance, security, and governance requirements.

Qualifications

Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration.

Experience: Minimum of 10 years in solution architecture, with at least 5 years focused on contact center technologies including Amazon Connect and Zendesk, with partner‑facing or customer enablement experience preferred.

Technical Expertise: Proficient designing solutions using Zendesk, Amazon Connect, AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway). Experience with Python and/or NodeJS is a plus.

Enablement Skills: Demonstrated ability to deliver technical training and enablement to partners or customers.

Leadership: Experience leading technical engagements involving multiple stakeholders including partners, internal teams, and vendors.

Communication: Exceptional verbal and written skills with the ability to translate complex technical information for diverse audiences.

Problem Solving: Strong analytical skills and ability to devise creative technical solutions in partner‑centric contexts.

Preferred Qualifications

Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent.

Industry Knowledge: Familiarity with omnichannel contact center solutions, AI‑driven automation, workforce engagement management, and reporting tools.

Agile Experience: Working knowledge of Agile and DevOps methodologies.

Location

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid

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.

About Zendesk

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.

AI Screening

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.

Equal Opportunity and Diversity

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.

Mission

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

What’s it like to work here?

Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

Scam Warning

We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e‑mail, text message or social media. Please verify the source of any job‑related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to [e-mail]