Senior Cloud Solutions Consultant — Contact Center

Zendesk; New York (NY); Hybrid; USD 137,000 - 205,000; Full time

Benefits offered by this job

Hybrid work model

Remote work option

Parental leave plans

Job summary

Zendesk seeking a Services Consultant to drive end-to-end technical delivery for customers, owning implementation from requirements to go-live and ensuring alignment with business goals.

Role involves workshops, designing solutions, configuring AWS-based resources, and training customers. Strong AWS, Connect, and scripting skills are essential, with a focus on scalable, reliable customer contact solutions.

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.
• Experiencing 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.

Responsibilities

• Technical Expertise & Problem-Solving: Serve as a subject matter expert on Zendesk for Contact Center.
• Solution Design & Documentation: Lead design and configuration workshops with customers, producing Technical Design Documents (TDDs).
• Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.
• Collaborate on Implementation: Work closely with cross-functional teams to support development, testing, and go-live phases.
• Client Training & Handovers: Conduct training, handovers, and knowledge transfer sessions.
• Communication: Maintain strong communication with Engagement Managers on project status and progress toward deliverables.

Skills

Customer-facing experience

Amazon Connect

AWS deployments

Python

AWS Lambda

Tools

CloudFormation

DynamoDB

S3

Job description

Zendesk seeking a Services Consultant to drive end-to-end technical delivery for customers, owning implementation from requirements to go-live and ensuring alignment with business goals.

Role involves workshops, designing solutions, configuring AWS-based resources, and training customers. Strong AWS, Connect, and scripting skills are essential, with a focus on scalable, reliable customer contact solutions.