Senior Partner Platform Architect

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.
• 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.

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