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Zendesk is transforming customer experience and employee services with its AI-powered Resolution Platform, helping top brands deliver smarter, faster, and more personal service at scale. As a Senior Solutions Consultant, you’ll be a trusted advisor and technical thought leader who architects AI-driven CX and ES solutions and partners with Sales, Product, Engineering, and Customer Success to drive measurable outcomes. You’ll lead technical and business discovery, translate AI capabilities into business narratives, own end-to-end technical engagements from design to pilots, integrate scalable solutions using Zendesk APIs and cloud platforms, and measure ROI to optimize impact while championing AI adoption. Requirements include 5+ years of presales/solutions consulting in SaaS/CX or enterprise software, strong web/scripting and SaaS architecture knowledge, pilot/POC experience, deep AI expertise (LLMs, NLP), domain expertise in CCaaS/ITSM/BI, excellent communication, a bachelor’s degree, and willingness to travel. Zendesk emphasizes a hybrid, inclusive culture and equal opportunity, with AI screening as part of hiring, and seeks strategic, collaborative, customer-obsessed, technically fluent innovators who stay ahead of evolving CX and ES technologies.

Zendesk is seeking a Senior Platform Architect with deep expertise in contact center technologies (Zendesk, Amazon Connect, and AWS) to design, implement, and integrate scalable customer service solutions as part of the Contact Center Center of Excellence. Core daily activities include architecting and optimizing solutions, leading the technical strategy and roadmap, mentoring presales specialists, driving AI/ML and automation adoption, ensuring security and governance, supporting pre-sales with discovery and PoCs, producing technical documentation, and engaging with vendors and partners. Key responsibilities focus on strategic leadership of the CoE’s architectural vision, designing complex contact center solutions, integrating Zendesk, Amazon Connect, AWS, and other enterprise systems, providing technical oversight to ensure secure, high-quality delivery, collaborating with stakeholders, and driving ongoing innovation and governance. Qualifications include a bachelor’s or master’s degree in CS/IT/Business, at least 10 years in solution architecture with 5+ years in contact center technologies (Amazon Connect, CRM/CX tech, preferably Zendesk), strong proficiency with AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway), and leadership, communication, and problem-solving skills; Python and/or Node.js exposure is a plus. Preferred qualifications include Zendesk certifications and AWS Solutions Architect or equivalent, experience in omnichannel contact centers, agile/DevOps experience; Zendesk notes AI screening may be used, and the company is an equal opportunity employer offering accommodations for applicants with disabilities.