# Contact Center Partner Solutions Consultant

**Company**: Zendesk
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Consulting
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Senior-Partner-Platform-Architect_R35299?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_508e720a-a31

## Description

Zendesk is seeking a seasoned Contact Center Partner Solutions Consultant with deep expertise in contact center technologies and CX Suites,preferably Zendesk, Amazon Connect, and AWS,with a strong focus on partner onboarding, technical enablement, and co-selling support.

The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise to drive partner success and seamless integration of contact center solutions.

**Core Daily Activities**

- Partner Onboarding and Enablement: Drive the technical onboarding process for partners, ensuring they acquire the skills and knowledge necessary to successfully implement and resell Zendesk Contact Center solutions.

- Co-Sell Technical Support: Collaborate closely with partners during co-sell engagements, providing expert technical guidance and solving complex implementation challenges.

- Architect and Optimize Contact Center Solutions: Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk to support partner deployments.

- Lead Technical Strategy and Partner Roadmap: Define technical enablement strategies aligned with partner needs and evolving business goals.

- Provide Technical Leadership and Mentorship: Coach partners, internal teams, and presales specialists 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 to continuously improve partner technical capabilities.

- Support Pre-Sales and Post-Sales Activities with Partners: Support technical discovery, solution design, demonstrations, PoCs, and ongoing partner support.

- Develop Enablement Materials: Create technical documentation, playbooks, and training content tailored for partner consumption.

**Key Responsibilities**

- Partner Success Focus: Own the technical onboarding and enablement process for partners, reducing onboarding friction and accelerating time to market.

- Strategic Leadership: Define and execute the architectural vision for partner-facing contact center solutions within the CoE framework.

- Technical Oversight: Support and guide partners and internal teams to adhere to architectural best practices, security standards, and delivery excellence.

- Collaboration: Work with partner sales leads, sales, and engineering teams to align on technical requirements, scope, and co-sell strategies.

- 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 including Amazon Connect and Zendesk, with partner-facing or customer enablement experience preferred.

- Technical Expertise: Proficient designing solutions using Zendesk, Amazon Connect, AWS services (Lambda, Lex, IAM, DynamoDB, S3, API Gateway). Experience with Python and/or NodeJS is a plus.

- Enablement Skills: Demonstrated ability to deliver technical training and enablement to partners or customers.

- Leadership: Experience leading technical engagements involving multiple stakeholders including partners, internal teams, and vendors.

- Communication: Exceptional verbal and written skills with the ability to translate complex technical information for diverse audiences.

- Problem Solving: Strong analytical skills and ability to devise creative technical solutions in partner-centric contexts.

**Preferred Qualifications**

- Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent.

- Industry Knowledge: Familiarity with omnichannel contact center solutions, AI-driven automation, workforce engagement management, and reporting tools.

- Agile Experience: Working knowledge of Agile and DevOps methodologies.

## Skills

### Required
- Zendesk
- Amazon Connect
- AWS
- Python
- NodeJS
- Lambda
- Lex
- IAM
- DynamoDB
- S3
- API Gateway

### Nice to have
- Zendesk certifications
- AWS Certified Solutions Architect
- Agile
- DevOps

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Senior-Partner-Platform-Architect_R35299?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)