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Senior Solutions Architect, Contact Center, AWS Connect

September 15, 2026

Job Description About Us: We are an innovative and fast-moving business focused on helping companies build better relationships with their customers. We take pride in the impact our work has on organizations, while also caring deeply about the experience of our employees and the culture we build together. Zendesk helps companies improve customer engagement through powerful, scalable, and easy-to-use software solutions. Our products enable organizations to move faster, operate more efficiently, and deliver better customer experiences across every touchpoint. As a Senior Solutions Architect your primary responsibility will be to understand client requirements and to translate that into a high-level solution in the form of a Statement of Work which includes timelines and costing. Key Responsibilities <ul><li>Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.</li><li>Owning the end-to-end technical delivery of specific customer implementation projects.</li><li>Delivering comprehensive, complex implementations with Zendesk for Contact Center.</li><li>Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.</li><li>Lead technical projects involving multiple development and architecture resources. </li><li>Mentor junior colleagues on best practices and new technologies. </li><li>Ability to translate customer business objectives into technical solutions. </li><li>Provide expert recommendations based on your extensive technical knowledge and experience, taking ownership of the definition, documentation, and execution of optimal technical solutions.</li><li>Collaborate closely with members of the Zendesk Professional Services team, including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts, across various customer engagements, serving as the lead technical solution designer.</li><li>Lead or participate in design and configuration workshops with customers and partners to effectively architect solutions.</li><li>Support pre-sales activities by gathering technical requirements and providing solutions and estimates to customers.</li><li>Produce Technical Design Documents, Technical Guidance Documents, and specifications for custom applications or integrations within the Zendesk Contact Center platform.</li><li>Assist in the functional design and configuration of Zendesk environments in partnership with Services Consultants and Engagement Managers.</li><li>Conduct handovers, and knowledge transfer sessions to ensure continuity and understanding among stakeholders.</li><li>Maintain ongoing communication with Zendesk Engagement Managers regarding project status, issues, and outstanding efforts related to deliverables.</li><li>Manage and contribute to multiple projects concurrently, demonstrating strong organizational skills.</li><li>Uphold technical expertise across Zendesk Contact Center product suite while handling high-profile customer escalations with confidence and effectiveness. </li></ul>Qualifications & Experience <ul><li>8+ years of customer-facing experience, preferably technical architecture or consulting role.</li><li>8+ years hands-on experience building, migrating and deploying complex cloud-based solutions.</li><li>Strong client management and presentation skills. </li><li>Workshop facilitation and requirements gathering skills.</li><li>Experience crafting contact center solutions and defining a Statement Of Work.</li><li>Experience with Project Management.</li><li>Proven experiencing consulting, implementing and supporting AWS environments.</li><li>Experience architecting integrations across CRM, Unified Communications, and contact center solutions.</li><li>Strong hands-on programming skills, experience developing solutions with code/scripting and comfortable with AWS Lambda would be beneficial.</li><li>Passion for building contact center solutions and getting hands dirty.</li><li>Strong analytical problem-solving ability.</li><li>Self-starter with the ability to work independently or as part of a project team.</li><li>Comfortable communicating with customers over email and video calls. </li></ul>Previous experience in one or more of the following areas: <ul><li>Experience using REST APIs and AWS Lambda (preferably Python).</li><li>Experience with integration in 3rd party systems via API.</li><li>Contact Center operational processes.</li><li>Consultation is the Contact Center space. </li></ul>Educational Background <ul><li>B.S. in Computer Science, related fields or commensurate work experience.</li><li>AWS certification at Associate level or equivalent. </li></ul>Additional Skills (Preferred) <ul><li>Familiarity with a backend programming language (Ruby, Python, C#, etc.).</li><li>Experience with Zendesk configuration and implementation processes.</li><li>Familiarity with the Zendesk App Framework and technical capabilities (SSO, API, SDKs, etc.).</li><li>Zendesk Support Administrator Expert Certification is a plus.</li><li>Strong spoken and written English is a must, additional languages such as German, Spanish or French are favorable. </li></ul>The US annualized OTE (On Target Earnings) range for this position is $206,000.00-$308,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The Intelligent Heart Of Customer Experience 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. 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 pursuant 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...