Senior Services Consultant

Há 4 dias

São Paulo, Brasil Zendesk Tempo inteiro

Job Description As a Senior Services Consultant, your primary responsibility will be to lead the end-to-end technical delivery for our customers. You'll take ownership of the implementation process, from initial requirements gathering to successful go‑live, ensuring solutions are technically sound and aligned with customer business goals. Responsibilities Technical Expertise & Problem-Solving: Serve as a subject matter expert on Zendesk for Contact Center. Provide expert recommendations, identify workarounds, and confidently handle high‑profile customers. Solution Design & Documentation: Lead design and configuration workshops with customers, producing detailed Technical Design Documents (TDDs) that translate business objectives into technical solutions. Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more. Collaborate on Implementation: Work closely with cross‑functional teams, including Solution Architects, Engagement Managers, and Technical Architects to support the development, testing, and go‑live phases. Client Training & Handovers: Conduct technical training, handovers, and knowledge transfer sessions to ensure customers and stakeholders can effectively manage their new solutions. Communication: Maintain strong communication with Engagement Managers, providing regular updates on project status, issues, and progress toward deliverables. Qualifications 3+ years of customer‑facing experience, preferably technical support or consulting role. Experience with Amazon Connect is a must. 3+ years hands‑on experience building, migrating and deploying complex cloud‑based solutions. Experience implementing and supporting AWS environments. Experience in automating deployments and improving solution efficiency. Experience building integrations across contact center solutions. Strong hands‑on programming skills, experience developing solutions with code/scripting and comfortable with AWS Lambda and Python. Passion for building contact center solutions and getting hands dirty. Where We Work Zendesk is not just a tech company; we offer competitive pay, benefits, appealing offices, snacks, and more. Our culture encourages conversations, work‑life balance, flexible hours, remote work, and robust parental leave plans. Our Social Impact team engages in local community work, and we have a deep commitment to diversity and inclusion. Hybrid: This role includes a hybrid work model that provides onsite collaboration and remote flexibility. You must attend our local office for part of the week; the specific in‑office schedule will be determined by the hiring manager. EEO Statement Zendesk is an equal‑opportunity employer. We foster diversity, equity, and inclusion. We are an AA/EEO/Veterans/Disabled employer and provide reasonable accommodations for applicants with disabilities. #J-18808-Ljbffr

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