Senior Partner Platform Architect

Zendesk • Washington, DC

3d • $200,000 - $300,000 • 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 focuses on partner onboarding, co-selling support, and solution architecture across contact center technologies, particularly Zendesk, Amazon Connect, and AWS. The position provides strategic direction and hands-on technical leadership to help partners deliver effective, scalable integrations and deployments.

The role defines partner technical enablement strategies and the architectural vision for partner-facing contact center solutions within the Contact Center Center of Excellence. It supports partners and internal teams in following architectural best practices, security standards, and delivery requirements, while aligning technical requirements and co-sell strategies with partner sales leads, sales, and engineering teams. The role also promotes emerging technologies, including AI, machine learning, and automation, and creates documentation, playbooks, and training materials for partners.

Zendesk describes its work model as hybrid: employees are expected to come together in person at an office while retaining 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; the offer depends on job-related capabilities, applicable experience, and factors such as work location.

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 provide technical training and enablement to partners or customers.
• Experience leading technical engagements with 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 devise technical solutions in partner-centric 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

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

Benefits

• The position may be eligible for benefits, bonus, or related incentives; specific benefits are not listed.
• Hybrid work model with flexibility to work remotely for part of the week.

What This Job Offers

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