Senior Partner Platform Architect

Job Summary

We are seeking a seasoned Contact Center Partner Solutions Consultant with deep expertise in contact center technologies and CX Suites-preferably Zendesk, Amazon Connect, and AWS-with a strong focus on partner onboarding, technical enablement, and co-selling support. This role will lead partner technical enablement efforts, ensuring partners are fully equipped and supported to resell and implement Zendesk Contact Center solutions effectively. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise to drive partner success and seamless integration of contact center solutions.

Core Daily Activities

• Partner Onboarding and Enablement: Drive the technical onboarding process for partners, ensuring they acquire the skills and knowledge necessary to successfully implement and resell Zendesk Contact Center solutions.
• Co-Sell Technical Support: Collaborate closely with partners during co-sell engagements, providing expert technical guidance and solving complex implementation challenges.
• Architect and Optimize Contact Center Solutions: Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk to support partner deployments.
• Lead Technical Strategy and Partner Roadmap: Define technical enablement strategies aligned with partner needs and evolving business goals.
• Provide Technical Leadership and Mentorship: Coach partners, internal teams, and presales specialists on best practices in solution design and deployment.
• Drive Innovation and Emerging Technology Adoption: Stay updated on AI, ML, and automation trends in contact centers to continuously improve partner technical capabilities.
• Support Pre-Sales and Post-Sales Activities with Partners: Support technical discovery, solution design, demonstrations, PoCs, and ongoing partner support.
• Develop Enablement Materials: Create technical documentation, playbooks, and training content tailored for partner consumption.

Key Responsibilities

• Partner Success Focus: Own the technical onboarding and enablement process for partners, reducing onboarding friction and accelerating time to market.
• Strategic Leadership: Define and execute the architectural vision for partner-facing contact center solutions within the CoE framework.
• Technical Oversight: Support and guide partners and internal teams to adhere to architectural best practices, security standards, and delivery excellence.
• Collaboration: Work with partner sales leads, sales, and engineering teams to align on technical requirements, scope, and co-sell strategies.
• Innovation Advocacy: Promote adoption of the latest contact center technologies and best practices with partners.
• Governance and Compliance: Ensure partner solutions meet compliance, security, and governance requirements.

Qualifications

• Education: Bachelor s or Master s degree in Computer Science, Information Technology, or Business Administration.
• Experience: Minimum of 10 years in solution architecture, with at least 5 years focused on contact center technologies including Amazon Connect and Zendesk, with partner-facing or customer enablement experience preferred.
• Technical Expertise: Proficient designing solutions using Zendesk, Amazon Connect, AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway). Experience with Python and/or NodeJS is a plus.
• Enablement Skills: Demonstrated ability to deliver technical training and enablement to partners or customers.
• Leadership: Experience leading technical engagements involving multiple stakeholders including partners, internal teams, and vendors.
• Communication: Exceptional verbal and written skills with the ability to translate complex technical information for diverse audiences.
• Problem Solving: Strong analytical skills and ability to devise creative technical solutions in partner-centric contexts.

Preferred Qualifications

• Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent.
• Industry Knowledge: Familiarity with omnichannel contact center solutions, AI-driven automation, workforce engagement management, and reporting tools.
• Agile Experience: Working knowledge of Agile and DevOps methodologies.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid

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.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.