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Zendesk
Zendesk
5,001 – 10,000 Employees
H1B Visa SponsorConsultingLogisticsMarketing
Zendesk develops customer service and sales software that helps organizations manage conversations, support requests, and customer relationships in one connected environment. Its platform brings together messaging, live chat, AI-powered automation, data privacy and protection tools, and an agent workspace, giving teams flexible ways to organize service operations as they grow. Zendesk also offers professional services and training resources, with a stated focus on personalized customer interactions, integrated workflows, diversity and inclusion, and sustainability.
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Senior Partner Platform Architect

Lead partner enablement and technical architecture for Zendesk contact center solutions built on Amazon Connect and AWS. The role spans onboarding, co-selling support, solution design, and partner training.

USUnited StatesALAlabamaAZArizonaCACaliforniaCOColoradoFLFloridaILIllinoisMIMichiganNJNew JerseyNYNew YorkNCNorth CarolinaTXTexasVTVermontVAVirginiaWIWisconsin
$200,000 – $300,000 / year
HybridFull-timeSeniorEnglish RequiredBackend EngineerSoftware Engineer
AWSDynamoDBNode.jsPython

Description

  • Lead technical onboarding for partners.
  • Work with partners on co-selling engagements and resolve complex implementation issues.
  • Design scalable contact center architectures with Amazon Connect, AWS, and Zendesk.
  • Set technical enablement plans and partner roadmaps.
  • Coach partners, internal teams, and presales specialists on solution design and deployment practices.
  • Track developments in AI, machine learning, and contact center automation.
  • Support technical discovery, solution design, demos, proofs of concept, and ongoing partner needs.
  • Develop technical documentation, playbooks, and training materials.
  • Manage partner onboarding and enablement to reduce friction and speed time to market.
  • Set and deliver the architectural direction for partner-facing contact center solutions.
  • Promote adherence to architecture practices, security standards, compliance, governance, and delivery expectations.
  • Coordinate with partner sales leads, sales, and engineering on technical needs, scope, and co-selling plans.
  • Encourage adoption of emerging contact center technologies and practices.

Requirements

  • Bachelor’s or master’s degree in computer science, information technology, or business administration, or equivalent experience.
  • At least 10 years of solution architecture experience.
  • At least five years focused on contact center technologies, including Amazon Connect and Zendesk.
  • Partner-facing or customer enablement experience is preferred.
  • Proficiency designing solutions with Zendesk, Amazon Connect, and AWS services such as Lambda, Lex, IAM, DynamoDB, S3, and API Gateway.
  • Python and/or Node.js experience is a plus.
  • Demonstrated ability to deliver technical training and enablement for partners or customers.
  • Experience leading technical engagements with multiple stakeholders, including partners, internal teams, and vendors.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials are preferred.
  • Familiarity with omnichannel contact centers, AI-driven automation, workforce engagement management, and reporting tools is preferred.
  • Working knowledge of Agile and DevOps methods is preferred.

Benefits

  • Bonus, benefits, or related incentives may be available.
  • Hybrid work arrangement with the flexibility to work remotely for part of the week.
  • Reasonable accommodations are available for applicants with disabilities and disabled veterans.
  • Inclusive workplace with global diversity, equity, and inclusion initiatives.

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