Senior Services Consultant - Amazon Connect

Zendesk•Austin, TX

2d•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. 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. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

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.