Senior Solutions Architect: AI-Driven CX & Cloud Solutions

Zendesk

Virginia (MN)

Hybrid

USD 206,000 - 308,000

Full time

14 days+

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Job summary

Zendesk seeks a Senior Solutions Architect to expand our Services business in North America. You will lead technical scoping, guide complex customer conversations, and partner with Sales, Product, and Customer Success to design the right Zendesk solution.

Hands-on AI, automation, and AWS experience are essential to deliver impactful outcomes. You will engage with executives and technical stakeholders, craft scalable contact center and CX solutions, and drive architecture decisions from discovery

Qualifications

8+ years hands-on experience building, migrating and deploying complex cloud-based Solutions.
8+ years of customer-facing experience, preferably technical architecture or consulting role.
Proven ability to communicate technical value to C-level executives, directors, business stakeholders, and technical teams.
Experience scoping, managing, and executing customer pilots, PoCs, technical workshops, and solution demos.
Experience using REST APIs and AWS Lambda (preferably Python) and integration with 3rd party systems via API.
In-depth knowledge of customer service software, ITSM, CRM, data warehousing, business intelligence, integrations, APIs, and customer experience platforms.
Proven experience consulting, implementing and supporting AWS environments.
Experience architecting integrations across CRM, UC, and contact center solutions.

Responsibilities

Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through Zendesk functionalities.
Partner with Sales to define technical strategies that support AMER pipeline growth and services revenue targets.
Own the technical relationship with prospects and customers during the sales cycle, from discovery through proposal and closure.
Design scalable customer experience, support, ITSM, automation, data, and AI-enabled solutions aligned with customer requirements.
Identify opportunities to incorporate AI, automation, agents, workflows, and knowledge-based systems into customer solutions.
Translate business requirements into technical solutions, architecture recommendations, and implementation plans.
Lead technical projects involving multiple development and architecture resources.
Mentor junior colleagues on best practices and new technologies.
Collaborate with Zendesk Professional Services teams across engagements as the lead technical solution designer.