Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.
Owning the end-to-end technical delivery of specific customer implementation projects.
Delivering comprehensive, complex implementations of contact centers with Zendesk for Contact Center.
Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.
Lead technical projects involving multiple development and architecture resources.
Ability to translate customer business objectives into technical solutions.
Provide expert recommendations based on your extensive technical knowledge and experience.
Collaborate closely with members of the Zendesk Professional Services team across various customer engagements.
Produce Technical Design Documents (“TDD”) and specifications in accordance with customer needs.
Support the development and testing phases of custom solutions.
Conduct technical training sessions, handovers, and knowledge transfer sessions.
Requirements
Bachelor’s Degree or equivalent experience, with a minimum of 3 years in consulting services or programming
3+ years of contact center experience, particularly on Amazon Connect.
Familiarity with a backend programming language, such as Java, C#, Node.js, Python, PHP
Experience implementing and supporting AWS environment
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
Familiarity with RESTful APIs and experience in developing, selling, or supporting SaaS applications
Familiarity with AWS or other cloud platforms (GCP, Azure)
Knowledge of various technical domains, including web development, mobile development, backend development, and automation
Excellent communication skills
Benefits
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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