The Ampin App
deep insights into the Atlassian community

The Senior Solutions Architect at Zendesk acts as the pre-sales technical expert, collaborating with the Contact Center Platform Architecture team and potential customers to design and scope customized Zendesk-based solutions and secure professional services engagements, with required CCaS architecture and AWS (Connect or Services) experience. Responsibilities include leading pre-sales technical scoping, supporting the sales team by analyzing customer requirements and recommending the most effective use of Zendesk products, and creating detailed professional services estimates and proposals for new solutions. The role requires articulating complex technical concepts clearly to diverse audiences—from technical teams to executives—while maintaining deep technical expertise across Zendesk's Contact Center product suite and guiding technical discussions. Qualifications include strong AWS Connect/services CCaS experience, prior solutions architect experience in CCaS environments supporting AWS, hands-on experience building, migrating, and deploying complex cloud solutions, plus a solid background in Amazon Connect, SaaS, and enterprise-level architecture and excellent communication skills. The job is hybrid, combining in-office presence part of the week with remote work, and Zendesk emphasizes inclusion, potential AI screening, and equal opportunity with accommodations available for applicants with disabilities.

The Customer Success Manager German Speaker at Zendesk is a dynamic, customer-facing role focused on helping customers achieve fast business outcomes through Zendesk solutions and AI-enabled capabilities. Its objective is to ensure customers realize value from their Zendesk investment, working with stakeholders from CIOs to admins, and driving Zendesk’s growth by enabling customer success. The CSM mission includes delivering outcome-driven engagement across the customer journey (onboarding, success planning, product adoption, value realization), removing adoption obstacles, and advocating for customers by feeding actionable feedback to the Zendesk ecosystem. Responsibilities include proactive health management, accelerating product adoption and value realization, strengthening customer relationships, delivering a world-class customer experience, enabling adoption with best practices, cross-functional collaboration, and traveling at least 40%; qualifications require a bachelor’s in CS/IT/engineering/business, 4+ years in customer success/experience, fluency in German and English, prior GTM/enterprise SaaS experience, familiarity with customer success tools like Gainsight, ability to quantify health metrics, and comfort with AI-enabled solutions. The role is hybrid with part in-office and part remote work, and Zendesk emphasizes diversity, equity, and inclusion, equal opportunity employment, potential AI screening, and accommodations for applicants with disabilities.

Zendesk is hiring an exceptional Zendesk Consultant to join its CX Accelerator Team, requiring hands-on Zendesk configuration expertise and the ability to work in a startup-like, agile environment on client engagements typically lasting 4-6 weeks, with travel as needed. The role aims to revolutionize customer experiences via optimized Zendesk implementations, drawing on backgrounds like Assist Consultant, Professional Services Consultant, or tech-savvy Customer Success Manager and prioritizing a customer-centric approach. Key responsibilities include client engagement and discovery, providing guidance on Zendesk best practices, hands-on design and configuration (including integrations with existing systems), coordinating with technical resources, managing projects from inception to delivery, and conducting training and creating documentation. The position also covers continuous improvement, staying current with Zendesk innovations, and travel to client sites as needed, with required qualifications including extensive Zendesk configuration experience and SME knowledge of WEM and/or AI, CRM familiarity, and strong communication, problem-solving, and adaptive skills in an agile environment. The role offers hybrid work with partial on-site requirements, and Zendesk emphasizes an inclusive, growth-focused culture with equal opportunity, diversity and inclusion commitments, and accommodations for applicants with disabilities, while noting AI screening as part of the hiring process.

The CX Manager will join Zendesk's CX Acceleration SWAT to transform customer experiences through optimized Zendesk implementations, leveraging senior-level consulting or customer success backgrounds, and leading discovery, executive alignment, and technical assessments to deliver high-impact solutions. Key responsibilities include relationship building with internal teams and customers, maintaining a customer-centric approach, implementing Zendesk configurations and integrations, providing expert consultations and demos, conducting close-out reviews with executives, coordinating Zendesk resources, and driving continuous improvement. Qualifications require deep Zendesk expertise, at least 5 years of technical experience in complex environments, proven leadership, service management and customer-facing experience, collaborative skills, exceptional communication, CX proficiency, and strong problem-solving. The role offers a startup-like, supportive culture centered on collaboration, a hybrid work model with on-site and remote options, and promising long-term career growth and benefits, all within Zendesk’s commitment to equal opportunity and diversity. Zendesk notes that AI or automated screening may be used in applications and provides information on accommodations and how to request them.

The Senior Solutions Consultant at Zendesk plays a pivotal role in the sales cycle by focusing on artificial intelligence (AI) and its potential to enhance customer and employee experiences. This position requires expertise in AI technologies, such as LLMs and ChatGPT, and the ability to communicate complex ideas to a wide range of stakeholders. Key responsibilities include managing technical engagements, coordinating with various teams, and evaluating the sustainable impact of AI on customer interactions. Candidates should have over five years of presales experience, strong interpersonal skills, and proficiency in web technologies, along with a Bachelor's degree or equivalent experience. Zendesk emphasizes inclusivity in its hiring process and uses AI to screen applications while encouraging diverse participation in the workplace.