Solutions Architect with AWS Connect (CCaaS)

Overview

As a Senior Solutions Architect, you will serve as the technical expert during pre-sales, shaping customized CCaaS-based solutions for prospective customers. You’ll collaborate with the Contact Center Platform Architecture team to scope engagements and translate business needs into compelling, technically sound proposals. Your work helps secure professional services engagements while ensuring a smooth handoff to delivery. The role combines deep Zendesk product knowledge, AWS/Connect expertise, and strong communication to build trust with diverse stakeholders.

Pay / Benefits

• hybrid work model
• remote work part of the week
• inclusive workplace culture
• global offices
• flexible work arrangements

Responsibilities

• Lead pre-sales technical scoping and provide expert technical support to the sales team
• Create detailed professional services estimates and proposals for new solutions
• Explain complex technical concepts clearly to technical and executive audiences
• Maintain deep technical expertise across Zendesk Contact Center product suite and lead technical discussions
• Collaborate with Professional Services to ensure seamless transition from sales to delivery

Key requirements

• Strong experience and certification in AWS Connect and/or AWS services in a CCaS environment
• Experience as a solutions architect or similar in a CCaS context supporting AWS environments
• Hands-on experience building, migrating and deploying complex cloud-based solutions
• Strong background in cloud technologies, specifically Amazon Connect, SaaS apps, and enterprise-level solution architecture
• Proven ability to translate customer objectives into technical solutions and detailed project estimates
• Exceptional communication and presentation skills

• excellent communication skills
• ability to translate concepts for diverse audiences
• trust-building with customers
• AWS Connect
• AWS services
• Zendesk Contact Center product suite

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