Description
Zendesk, a leader in customer experience solutions, is seeking a seasoned Contact Center Partner Solutions Consultant. This role involves leading partner technical enablement efforts to ensure partners can effectively resell and implement Zendesk Contact Center solutions.
Core Daily Activities:
- Partner Onboarding and Enablement: Drive the technical onboarding process for partners, ensuring they acquire the necessary skills and knowledge.
- Co-Sell Technical Support: Collaborate with partners during co-sell engagements, providing expert technical guidance.
- Architect and Optimize Contact Center Solutions: Design scalable architectures leveraging Amazon Connect, AWS, and Zendesk.
- Lead Technical Strategy and Partner Roadmap: Define technical enablement strategies aligned with partner needs and business goals.
- Provide Technical Leadership and Mentorship: Coach partners and internal teams on best practices in solution design and deployment.
- Drive Innovation and Emerging Technology Adoption: Stay updated on AI, ML, and automation trends in contact centers.
- Support Pre-Sales and Post-Sales Activities with Partners: Support technical discovery, solution design, demonstrations, and ongoing partner support.
- Develop Enablement Materials: Create technical documentation, playbooks, and training content for partners.
Key Responsibilities:
- Partner Success Focus: Own the technical onboarding and enablement process for partners.
- Strategic Leadership: Define and execute the architectural vision for partner-facing contact center solutions.
- Technical Oversight: Support and guide partners and internal teams to adhere to architectural best practices.
- Collaboration: Work with partner sales leads, sales, and engineering teams to align on technical requirements.
- Innovation Advocacy: Promote adoption of the latest contact center technologies and best practices with partners.
- Governance and Compliance: Ensure partner solutions meet compliance, security, and governance requirements.
Qualifications:
- Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration.
- Experience: Minimum of 10 years in solution architecture, with at least 5 years focused on contact center technologies.
- Technical Expertise: Proficient designing solutions using Zendesk, Amazon Connect, AWS services.
- Enablement Skills: Demonstrated ability to deliver technical training and enablement to partners or customers.
- Leadership: Experience leading technical engagements involving multiple stakeholders.
- Communication: Exceptional verbal and written skills.
- Problem Solving: Strong analytical skills and ability to devise creative technical solutions.
Preferred Qualifications:
- Certifications: Zendesk certifications, AWS Certified Solutions Architect.
- Industry Knowledge: Familiarity with omnichannel contact center solutions, AI-driven automation.
- Agile Experience: Working knowledge of Agile and DevOps methodologies.
Compensation: The US annualized OTE range for this position is $200,000.00-$300,000.00 with a pay mix of 80/20 (base/commission).