Senior Solutions Architect — AI-Enabled CX & Cloud

Zendesk; South Carolina; Hybrid; USD 206,000 - 308,000; Full time

Job summary

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

The role requires hands-on AI technologies, including AI-assisted workflows, agents, and integrations, and you will work with stakeholders from executives to implementation teams to demonstrate value and feasibility.

Qualifications

• 8+ years building, migrating and deploying complex cloud-based solutions.
• 8+ years customer-facing experience, in architecture or consulting.
• Ability to communicate technical value to executives and stakeholders.
• Experience scoping pilots, PoCs, technical workshops, and demos.
• Experience using REST APIs and AWS Lambda with third-party integrations.
• Deep knowledge ofCRM/ITSM data warehousing, BI, integrations, CX platforms.
• Proven experience with AWS environments and services.
• Experience architecting integrations across CRM, UC, and contact center solutions.
• Strong problem solving and translating business needs to tech solutions.
• Willingness to travel for strategic customer engagements.

Responsibilities

• Develop understanding of customer requirements and align with Zendesk capabilities.
• Partner with Sales to define technical strategies for pipeline growth.
• Own the technical relationship with prospects during the sales cycle.
• Design scalable CX, ITSM, automation, data, and AI-enabled solutions.
• Identify opportunities to incorporate AI, automation and workflows.
• Translate business needs into technical designs and implementation plans.
• Lead workshops and design sessions with customers and partners.
• Produce design documents and technical guidance for custom apps.
• Mentor junior colleagues on best practices and new technologies.

Skills

Cloud architecture

Customer-facing

Executive communication

AWS

REST APIs

AWS Lambda

Python

Solution demos

Sales cycle collaboration

AI-enabled workflows

Data/BI integration

Education

B.S. in Computer Science

AWS Certified - Associate

Tools

AWS Lambda

Amazon Connect

CloudFormation

Amazon Lex

DynamoDB

Kinesis

IAM

S3

Job description

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

The role requires hands-on AI technologies, including AI-assisted workflows, agents, and integrations, and you will work with stakeholders from executives to implementation teams to demonstrate value and feasibility.