Senior Technical Architect

Senior Technical Architect We are looking for a Senior Technical Architect to develop customized technical solutions that align with the unique business requirements and objectives of our customers at Zendesk. Job Description As a Senior Technical Architect, your primary responsibility will be to develop customized technical solutions that align with the unique business requirements and objectives of our customers. Responsibilities Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities. Own the end-to-end technical delivery of specific customer implementation projects. Deliver comprehensive, complex implementations of contact centers with Zendesk Contact Center. Configure services and deploy resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more. Lead technical projects involving multiplate development and architecture resources. Mentor junior colleagues on best practices and new technologies. Translate customer business objectives into technical solutions. Provide expert recommendations based on your extensive technical knowledge and experience, taking ownership of the definition, documentation, and execution of optimal technical solutions. Collaborate closely with the Zendesk Professional Services team, including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts, serving as the lead technical solution designer. Lead or participate in design and configuration workshops with customers and partners to effectively architect solutions. Produce Technical Design Documents (“TDD”) and Zendesk Custom App Specification Documents in accordance with customer needs. Support the development and testing phases of custom solutions, working collaboratively with Zendesk Developers and QA Analysts to address and resolve issues. Assist in the functional design and configuration of Zendesk environments in partnership with Services Consultants and Engagement Managers. Conduct technical training sessions, handovers, and knowledge transfer sessions to ensure continuity and understanding among stakeholders. Maintain ongoing communication with Zendesk Engagement Managers regarding project status, issues, and outstanding efforts related to deliverables. Manage and contribute to multiple projects concurrently, demonstrating strong organizational skills. Uphold technical expertise across the entire Zendesk product suite while handling high-profile customer escalations with confidence and effectiveness. Support pre‑sales activities by gathering technical requirements and providing solutions and estimates to customers. Maintain technical product expertise across Zendesk for Contact Center with both existing and prospective customers to understand their needs and lead technical discussions. Articulate complex technical concepts to diverse audiences, including executive‑level decision‑makers. Identify workarounds for product limitations and collaborate with the Product team to recommend enhancements based on market demands. Qualifications Bachelor’s Degree or equivalent experience, with a minimum of 3 years in consulting services or programming. Experience with Amazon Connect is a must. 3+ years hands‑on experience building, migrating and deploying complex cloud‑based solutions. Familiarity with a backend programming language such as Java, C#, Node.js, Python, or PHP. Experience implementing and supporting AWS environments. Experience building integrations and supporting contact center solutions in an end‑user or customer environment. Proven ability to manage multiple projects with competing priorities and successfully deliver on project goals. Strong analytical and project management skills, enabling the alignment of business requirements with technical solutions. Demonstrated capacity for prioritizing solutions effectively, with experience in automating deployments and improving solution efficiency. Familiarity with RESTful APIs and experience in developing, selling, or supporting SaaS applications. Knowledge of various technical domains, including web, mobile, backend development, and automation. Excellent communication skills. Strong hands‑on programming skills, experience developing solutions with code/scripting, and comfortable with AWS Lambda and Python. Where We Work Zendesk is not your average tech company. We offer competitive pay, benefits, appealing offices, snacks, and more. We focus on work‑life balance, flexible hours, remote work options, and generous parental leave. Our Social Impact team engages in community work, and we invest in diversity and inclusion to reflect the world around us. We provide a welcoming workplace experience for everyone. Hybrid: This role combines onsite and remote work. You will be required to attend our local office for part of the week, with the specific in‑office schedule determined by the hiring manager. Zendesk software was built to bring calm to the chaotic world of customer service, powering billions of conversations with brands worldwide. Equal Opportunity Statement: Zendesk is an equal‑opportunity employer. We are committed to fairness and transparency. Artificial intelligence or automated decision systems may be used to screen or evaluate applications for this position, in accordance with company guidelines and applicable law. We are an AA/EEO/Veterans/Disabled employer. Information about your EEO rights under the law is available. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. To request accommodations, please email Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Engineering and Information Technology Industry Software Development Refer a friend and you’ll double your chances of interviewing at Zendesk. #J-18808-Ljbffr