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.