Senior Cloud & CX Implementation Lead

Zendesk; San Francisco (CA); Hybrid; USD 137,000 - 205,000; Full time

Benefits offered by this job

Hybrid work model

Remote work flexibility

Job summary

Zendesk in San Francisco is seeking a Services Consultant to own end-to-end technical delivery for customers, from requirements to go-live, ensuring solutions align with business goals.

You will lead workshops, design and configure in AWS, using Amazon Connect, CloudFormation, Lex, DynamoDB, Kinesis, IAM, S3, and collaborate with Solution Architects and Engagement Managers to drive successful deployments and knowledge transfer.

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.
• Experience 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

• Technical Expertise & Problem-Solving: Serve as a subject matter expert on Zendesk for Contact Center; provide expert recommendations and handle high-profile customers.
• Solution Design & Documentation: Lead design and configuration workshops with customers, producing detailed Technical Design Documents (TDDs) translating objectives into technical solutions; configure services and deploy resources in AWS accounts using AWS services.
• Collaborate on Implementation: Work with Solution Architects, Engagement Managers, and Technical Architects to support development, testing, and go-live.
• Client Training & Handovers: Conduct technical training, handovers, and knowledge transfer sessions for customers and stakeholders.
• Communication: Maintain regular updates on project status, issues, and progress toward deliverables with Engagement Managers.

Skills

AWS

Amazon Connect

Python

Automation / Scripting

Customer facing experience

Tools

AWS CloudFormation

Amazon Lex

DynamoDB

Kinesis

IAM

S3

Job description

Zendesk in San Francisco is seeking a Services Consultant to own end-to-end technical delivery for customers, from requirements to go-live, ensuring solutions align with business goals.

You will lead workshops, design and configure in AWS, using Amazon Connect, CloudFormation, Lex, DynamoDB, Kinesis, IAM, S3, and collaborate with Solution Architects and Engagement Managers to drive successful deployments and knowledge transfer.