Senior Solutions Architect: AI-Driven CX Solutions

Zendesk; Washington (Washington County); Hybrid; USD 206,000 - 308,000; Full time

Job summary

Zendesk seeks a Senior Solutions Architect to lead technical scoping and design for the North American Services business. You will own the primary technical relationship with customers, guiding conversations with executives and implementation teams to architect scalable, AI-enabled Zendesk solutions.

You will partner with Sales, Services, Product, and Customer Success to craft proposals, drive pilots, and shape solutions across CRM, contact center, and ITSM domains while leveraging AWS and

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.
• 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, Unified Communications, and contact center solutions.
• Strong problem-solving skills, including translating business needs into practical technical solutions.

Responsibilities

• Develop a comprehensive understanding of customers' functional and technical requirements, aligning with business objectives using Zendesk functionalities.
• Partner with Sales to define technical strategies supporting AMER pipeline growth and services revenue targets.
• Own the technical relationship with prospects and customers during the sales cycle from discovery to closure.
• Design scalable customer experience, support, ITSM, automation, data, and AI-enabled solutions.
• Identify opportunities to incorporate AI, automation, agents, workflows, and knowledge-based systems into solutions.
• Translate business requirements into technical solutions, architecture recommendations, and implementation plans.

Skills

Executive communication

Customer-facing experience

Complex problem solving

Technical leadership

Sales collaboration

Travel willingness

Education

B.S. in Computer Science

AWS Certified Associate

Tools

REST APIs

AWS Lambda (Python)

CloudFormation

DynamoDB

Kinesis

IAM

S3

AWS environments

Zendesk configuration

Zendesk App Framework

Job description

Zendesk seeks a Senior Solutions Architect to lead technical scoping and design for the North American Services business. You will own the primary technical relationship with customers, guiding conversations with executives and implementation teams to architect scalable, AI-enabled Zendesk solutions.

You will partner with Sales, Services, Product, and Customer Success to craft proposals, drive pilots, and shape solutions across CRM, contact center, and ITSM domains while leveraging AWS and