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About the Role
We are seeking a seasoned Contact Center Partner Solutions Consultant with deep expertise in contact center technologies and CX Suites—preferably Zendesk, Amazon Connect, and AWS—with a strong focus on partner onboarding, technical enablement, and co-selling support. This role will lead partner technical enablement efforts, ensuring partners are fully equipped and supported to resell and implement Zendesk Contact Center solutions effectively. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise to drive partner success and seamless integration of contact center solutions.
Responsibilities
- Drive the technical onboarding process for partners, ensuring they acquire the skills and knowledge necessary to successfully implement and resell Zendesk Contact Center solutions.
- Collaborate closely with partners during co-sell engagements, providing expert technical guidance and solving complex implementation challenges.
- Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk to support partner deployments.
- Define technical enablement strategies aligned with partner needs and evolving business goals.
- Coach partners, internal teams, and presales specialists on best practices in solution design and deployment.
- Stay updated on AI, ML, and automation trends in contact centers to continuously improve partner technical capabilities.
- Support technical discovery, solution design, demonstrations, PoCs, and ongoing partner support.
- Create technical documentation, playbooks, and training content tailored for partner consumption.
- Own the technical onboarding and enablement process for partners, reducing onboarding friction and accelerating time to market.
- Define and execute the architectural vision for partner-facing contact center solutions within the CoE framework.
- Support and guide partners and internal teams to adhere to architectural best practices, security standards, and delivery excellence.
- Work with partner sales leads, sales, and engineering teams to align on technical requirements, scope, and co-sell strategies.
- Promote adoption of the latest contact center technologies and best practices with partners.
- Ensure partner solutions meet compliance, security, and governance requirements.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience.
- Minimum of 10 years in solution architecture, with at least 5 years focused on contact center technologies including Amazon Connect and Zendesk, with partner-facing or customer enablement experience preferred.
- Proficient designing solutions using Zendesk, Amazon Connect, AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway).
- Demonstrated ability to deliver technical training and enablement to partners or customers.
- Experience leading technical engagements involving multiple stakeholders including partners, internal teams, and vendors.
- Exceptional verbal and written skills with the ability to translate complex technical information for diverse audiences.
- Strong analytical skills and ability to devise creative technical solutions in partner-centric contexts.
- Experience with Python and/or NodeJS is a plus.
- Zendesk certifications, AWS Certified Solutions Architect, or equivalent.
- Familiarity with omnichannel contact center solutions, AI-driven automation, workforce engagement management, and reporting tools.
- Working knowledge of Agile and DevOps methodologies.
Skills
- Zendesk
- Amazon Connect
- AWS
- Lambda
- Lex
- IAM
- DynamoDB
- S3
- API Gateway
- Python
- NodeJS
- Omnichannel contact center solutions
- AI-driven automation
- Workforce engagement management
- Reporting tools
- Agile
- DevOps
Location
- US
Work Type
- Hybrid
Experience Level
- 10+ years in solution architecture
- 5+ years focused on contact center technologies
Education Level
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience.
Salary/Compensations
- $200,000.00-$300,000.00 OTE
Benefits
- Bonus
- Benefits
- Related incentives
About the Company
- Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service.
- Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency.
- Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
- Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Equal Opportunity
- As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
- Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
- Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuantance to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.