Senior Services Consultant

Senior Services Consultant

As a Senior Services Consultant, your primary responsibility will be to lead the end-to-end technical delivery for our customers. You'll take ownership of the implementation process, from initial requirements gathering to successful go-live, ensuring solutions are technically sound and aligned with customer business goals.

Responsibilities

• Technical Expertise & Problem-Solving: Serve as a subject matter expert on Zendesk for Contact Center. Provide expert recommendations, identify workarounds, and confidently handle high-profile customers.

• Solution Design & Documentation: Lead design and configuration workshops with customers, producing detailed Technical Design Documents (TDDs) that translate business objectives into technical solutions.

• Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.

• Collaborate on Implementation: Work closely with cross-functional teams, including Solution Architects, Engagement Managers, and Technical Architects to support the development, testing, and go-live phases..

• Client Training & Handovers: Conduct technical training, handovers, and knowledge transfer sessions to ensure customers and stakeholders can effectively manage their new solutions.

• Communication: Maintain strong communication with Engagement Managers, providing regular updates on project status, issues, and progress toward deliverables.

Qualifications

• 6 years of customer-facing experience, preferably technical support or consulting role with at least a few years on Amazon Connect.

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

• Experiencing implementing and supporting AWS environments.

• Experience in automating deployments and improving solution efficiency

• Experience building integrations across contact center solutions.

• Strong hands-on programming skills, experience developing solutions with code/scripting and comfortable with AWS Lambda and Python.

• Passion for building contact center solutions and getting hands dirty.

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Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.