Senior Partner Platform Architect

Zendesk • Madison, NC

1d • Hybrid

About The Position

Zendesk is seeking a seasoned contact center partner solutions consultant to lead technical enablement for partners reselling and implementing Zendesk Contact Center solutions. The role provides strategic direction, technical leadership, and hands-on expertise across contact center technologies and CX suites, particularly Zendesk, Amazon Connect, and AWS. It is part of the Contact Center Center of Excellence, which optimizes customer support platforms to improve customer interactions and operational efficiency.

The position owns partner technical onboarding, supports partners through co-selling and solution delivery, and defines architectural strategy for partner-facing contact center solutions. It also works across partner sales, internal sales and engineering teams, and presales specialists to align technical requirements and strategies. The role promotes secure, compliant, scalable architectures and adoption of emerging technologies, including AI, machine learning, and automation. The position is hybrid, with in-person collaboration at Zendesk offices and flexibility to work remotely for part of the week.

The US annualized OTE range is $200,000–$300,000, with an 80/20 base/commission pay mix. The position may also be eligible for bonus, benefits, or related incentives. Offers depend on job-related capabilities, experience, work location, and other factors. Zendesk is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.

Requirements

• At least 10 years of experience in solution architecture.
• At least 5 years focused on contact center technologies, including Amazon Connect and Zendesk.
• Proficiency designing solutions using Zendesk, Amazon Connect, and AWS services, including Lambda, Lex, IAM, DynamoDB, S3, and API Gateway.
• Demonstrated ability to deliver technical training and enablement to partners or customers.
• Experience leading technical engagements involving multiple stakeholders, including partners, internal teams, and vendors.
• Exceptional verbal and written communication skills, including the ability to explain complex technical information to diverse audiences.
• Strong analytical and problem-solving skills, including the ability to develop creative technical solutions in partner-focused contexts.
• Bachelor’s or master’s degree in Computer Science, Information Technology, or Business Administration, or equivalent experience.

Nice To Haves

• Partner-facing or customer enablement experience.
• Experience with Python and/or NodeJS.
• Zendesk certifications, AWS Certified Solutions Architect certification, or equivalent.
• Familiarity with omnichannel contact center solutions, AI-driven automation, workforce engagement management, and reporting tools.
• Working knowledge of Agile and DevOps methodologies.

Responsibilities

• Drive technical onboarding and enablement for partners so they can implement and resell Zendesk Contact Center solutions.
• Provide technical guidance during partner co-selling engagements and resolve complex implementation challenges.
• Design scalable, efficient contact center architectures using Amazon Connect, AWS, and Zendesk.
• Define technical enablement strategies and partner roadmaps aligned with partner needs and business goals.
• Coach partners, internal teams, and presales specialists on solution design and deployment best practices.
• Promote adoption of emerging contact center technologies, including AI, machine learning, and automation.
• Support partner pre-sales and post-sales activities, including technical discovery, solution design, demonstrations, proofs of concept, and ongoing support.
• Create technical documentation, playbooks, and training materials for partners.
• Define and execute the architectural vision for partner-facing contact center solutions within the Center of Excellence framework.
• Guide partners and internal teams in following architectural best practices, security standards, and delivery expectations.
• Collaborate with partner sales leads, sales, and engineering teams to align technical requirements, scope, and co-selling strategies.
• Ensure partner solutions meet compliance, security, and governance requirements.
• Promote the adoption of current contact center technologies and best practices with partners.

Benefits

• The position may be eligible for bonus, benefits, or related incentives.
• Hybrid work arrangement with flexibility to work remotely for part of the week.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior