Partner Solutions Architect — Contact Center Enablement

Zendesk, Inc.; United States; On-site; USD 200,000 - 300,000; Full time

Job summary

Zendesk, Inc. seeks a seasoned Contact Center Partner Solutions Consultant to lead technical enablement and co-sell support for Zendesk Contact Center solutions in the US.

You will drive partner onboarding, provide technical leadership, and architect scalable contact center deployments using Zendesk, Amazon Connect, and AWS. The role emphasizes strategic direction, hands-on implementation, and ongoing enablement of partners, with a focus on leveraging AI, ML, and automation to enhance CX.

Qualifications

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, or Business Administration or equivalent experience.
• Experience: 10+ years in solution architecture with 5+ years in contact center technologies including Amazon Connect and Zendesk; partner-facing or enablement experience preferred.
• Technical: Proficient designing solutions using Zendesk, Amazon Connect, AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway).
• Enablement: Demonstrated ability to deliver technical training and enablement to partners or customers.
• Leadership: Experience leading technical engagements with multiple stakeholders.

Responsibilities

• 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 architectures leveraging Amazon Connect, AWS, and Zendesk for 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.

Education

Bachelor's or Master's degree in Computer Science / Information Technology / Business Administration

Tools

Zendesk

Amazon Connect

AWS

Python

Node.js

Job description

Zendesk, Inc. seeks a seasoned Contact Center Partner Solutions Consultant to lead technical enablement and co-sell support for Zendesk Contact Center solutions in the US.

You will drive partner onboarding, provide technical leadership, and architect scalable contact center deployments using Zendesk, Amazon Connect, and AWS. The role emphasizes strategic direction, hands-on implementation, and ongoing enablement of partners, with a focus on leveraging AI, ML, and automation to enhance CX.