Technical Architect - Amazon Connect

As a Technical Architect, your primary responsibility will be to develop customized technical solutions that align with the unique business requirements and objectives of our customers.

Responsibilities:

• Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.

• Owning the end-to-end technical delivery of specific customer implementation projects.

• Delivering comprehensive, complex implementations of contact centers with Zendesk for Contact Center.

• Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, Cloud Formation, Amazon Lex, Dynamo
  
  DB, Kinesis, IAM, S3 and more.

• Lead technical projects involving multiplate development and architecture resources.

• Mentor junior colleagues on best practices and new technologies.

• Ability to translate customer business objectives into technical solutions.

• Provide expert recommendations based on your extensive technical knowledge and experience, taking ownership of the definition, documentation, and execution of optimal technical solutions.

• Collaborate closely with members of the Zendesk Professional Services team, including Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts, across various customer engagements, serving as the lead technical solution designer.

• Lead or participate in design and configuration workshops with customers and partners to effectively architect solutions.

• Produce Technical Design Documents (“TDD”) and Zendesk Custom App Specification Documents in accordance with customer needs.

• Support the development and testing phases of custom solutions, working collaboratively with Zendesk Developers and Quality Assurance Analysts to address and resolve issues.

• Assist in the functional design and configuration of Zendesk environments in partnership with Services Consultants and Engagement Managers.

• Conduct technical training sessions, handovers, and knowledge transfer sessions to ensure continuity and understanding among stakeholders.

• Maintain ongoing communication with Zendesk Engagement Managers regarding project status, issues, and outstanding efforts related to deliverables.

• Manage and contribute to multiple projects concurrently, demonstrating strong organizational skills.

• Uphold technical expertise across the entire Zendesk product suite while handling high-profile customer escalations with confidence and effectiveness.

• Support pre-sales activities by gathering technical requirements and providing solutions and estimates to customers.

• Maintain technical product expertise across Zendesk for Contact Center with both existing and prospective customers to understand their needs and lead technical discussions.

• Articulate complex technical concepts to diverse audiences, including executive-level decision-makers

• Identify workarounds for product limitations and collaborate with the Product team to recommend enhancements based on market demands

Qualifications:

• Bachelor’s Degree or equivalent experience, with a minimum of 3 years in consulting services or programming

• Experience with Amazon Connect is a MUST
  .

• 3+ years hands-on experience building, migrating and deploying complex cloud-based solutions

• Familiarity with a backend programming language, such as Java, C#, Node.js, Python, PHP

• Experience implementing and supporting AWS environment

• Experience building integrations and supporting contact center solutions in an end user or customer environment

• Proven ability to manage multiple projects with competing priorities and successfully deliver on project goals

• Strong analytical and project management skills, enabling the alignment of business requirements with technical solutions

• Demonstrated capacity for prioritizing solutions effectively, with experience in automating deployments and improving solution efficiency

• Familiarity with RESTful APIs and experience in developing, selling, or supporting SaaS applications

• Familiarity with AWS or other cloud platforms (GCP, Azure)

• Knowledge of various technical domains, including web development, mobile development, backend…