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The job is a Solutions Architect in pre-sales for CCaS at Zendesk, working with the Contact Center Platform Architecture team and customers to design and scope customized solutions and win professional services engagements. Responsibilities include leading pre-sales technical scoping, advising sales on optimal Zendesk product usage, creating detailed professional services estimates and proposals, articulating complex technical concepts to both technical and executive audiences, maintaining deep Zendesk CCaaS product expertise, and partnering with Professional Services to ensure a smooth transition from sales to delivery. Qualifications include strong AWS Connect and/or AWS services experience in CCaS, prior solutions architect experience in CCaS supporting AWS, hands-on experience building/migrating/deploying complex cloud solutions, a solid cloud tech background (Amazon Connect, SaaS, enterprise architecture), the ability to translate customer objectives into technical solutions and estimates, and exceptional communication skills. The role requires being physically located in Karnataka or Maharashtra per the requisition, with a hybrid work model that includes in-office attendance part of the week as determined by the hiring manager. Zendesk emphasizes equal opportunity and diversity, may use AI or automated decision systems in screening, provides accommodations for applicants with disabilities, and offers contact information for accommodations.

Zendesk seeks a sales-focused technologist who will be the technical owner of the sales cycle for its most strategic Commercial opportunities in India, driving the AI-first vision and helping customers navigate LLMs and automated service environments. You’ll be the technical lead, owning the prospects’ technical relationship, serving as a solution architect between Sales, Marketing, and Product, and delivering PoCs and demonstrations that map business needs to technical solutions. Responsibilities also include AI evangelism—educating customers on the impact of AI technologies—and cross-functional collaboration to influence new product development based on field feedback. Basic qualifications include 5+ years of client-facing pre-sales, strong web/scripting skills, experience mapping RFI/RFPs to software, managing customer pilots/PoCs, a bachelor’s degree, and willingness to travel onsite. Preferred qualifications involve knowledge of CS software/ITSM/BI/data warehousing, business-level English plus another Indian language, a graduate degree, and prior enterprise software implementations or Design-Based Thinking sessions; the role is located in Karnataka or Maharashtra with a hybrid work model, AI-driven screening, and Zendesk’s commitment to equal opportunity and accommodations.