Senior Services Consultant - Amazon Connect

Zendesk • Austin, TX

12h • Hybrid

About The Position

As a Services Consultant, your primary responsibility will be to lead the end-to-end technical delivery for our customers. You'll take ownership of the implementation process, from initial requirements gathering to successful go-live, ensuring solutions are technically sound and aligned with customer business goals.

Requirements

• 3+ years of customer-facing experience, preferably technical support or consulting role.
• Experience with Amazon Connect is a must.
• 3+ years hands-on experience building, migrating and deploying complex cloud-based solutions.
• Experiencing implementing and supporting AWS environments.
• Experience in automating deployments and improving solution efficiency.
• Experience building integrations across contact center solutions.
• Strong hands-on programming skills, experience developing solutions with code/scripting and comfortable with AWS Lambda and Python.
• Passion for building contact center solutions and getting hands dirty.

Responsibilities

• Serve as a subject matter expert on Zendesk for Contact Center.
• Provide expert recommendations, identify workarounds, and confidently handle high-profile customers.
• Lead design and configuration workshops with customers, producing detailed Technical Design Documents (TDDs) that translate business objectives into technical solutions.
• Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.
• Work closely with cross-functional teams, including Solution Architects, Engagement Managers, and Technical Architects to support the development, testing, and go-live phases.
• Conduct technical training, handovers, and knowledge transfer sessions to ensure customers and stakeholders can effectively manage their new solutions.
• Maintain strong communication with Engagement Managers, providing regular updates on project status, issues, and progress toward deliverables.

Benefits

• competitive pay
• benefits
• appealing offices
• snacks
• culture deeply dedicated to enabling conversations and providing appreciative support
• flexible hours
• remote work
• dynamic parental leave plans
• Social Impact team actively engaged in our community
• invest thousands of hours with local community groups each year
• invest in diversity and inclusion
• whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all
• bonus
• related incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed