Zendesk Solution Architect

Austin, TX - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.

TTEC Digital seeks a Zendesk Solution Architect to join our organization! This is a 100% remote opportunity.

As the Zendesk Solution Architect working remotely in the United States you will serve as aplayer-coachacross pre-sales solutioning delivery oversight and strategic advisory. This role sits at the center of ourCRM strategy within the broaderCCaaShyperscaler and Customer Experience (CX) ecosystem supporting a cross-functional pod of technologists aligned to accelerating value for our clients.

The ideal candidate bringsdeep technical and functional experience across the full Zendesk suiteSupport Guide Sell Explore Sunshine Workforce Management QA integrations and broaderCCaaSadjacency. This roleis responsible forshaping solution architecture in early-stage pursuits guiding our teams through best-in-class implementations and helping to mature our Zendesk GTM and delivery capabilities.

You will partner closely with delivery sales alliances and cross-cloud technologists to ensure a unified CX perspective across Salesforce ZendeskCCaaSplatforms (Genesys Amazon Connect NICE Five9etc) andhyperscalers(AWS Azure Google).

What You Will Do:

Pre-Sales & Solution Engineering (40%)

Serve astheprimary technical architectforZendesk-aligned opportunities across North America.
Lead discovery solution shaping use-case definition integration patterns and scoping for the full Zendesk portfolio.
Partner with Sales Alliances and practice leadership to support RFP responses demos client briefings and workshops.
Translate business goals into platform architecture that fits within a modern multi-cloud CX ecosystem.

Delivery Leadership & Player-Coach Enablement (40%)

Provide architectural oversight on active engagements to ensure quality scalability and alignment to best practices.
Mentor a pod of multi-cloud technologists across CRMCCaaS and AI domains; elevate skills and raise architectural maturity.
Create repeatable assets templates reference architectures and estimation frameworks.
Guide teams on the intersection of Zendesk withCCaaSand enterprise systems (CRM data AI/ML integrations).

Strategic Practice Support (20%)

Help refine and mature ourCRM strategy as it relates toCCaaSevolutionhyperscalerpartnership motion and emerging CX trends.
Provide thought leadership on platform evolution releases CX orchestration data connectivity and AI-driven service models.
Represent the Zendesk capability within internal and external forums partner communities and GTM programming.

What You Will Bring:

510 years of experiencedesigning and implementing Zendesk solutions across enterprise environments.
Hands-onexpertisewithZendesk Support Guide Sell Explore Sunshine (CRM & custom objects) WFM/QA and App Framework.
Strong understandingofmodernCCaaSplatforms( Connect Genesys Cloud CX NICE Five9) and how Zendesk integrates with them.
Familiarity with multi-cloud andhyperscalerecosystems (AWS strongly preferred).
Proven experience inpre-sales solutioning includingdiscoveryleadership scoping architecture design and client-facing presentations.
Experience leading delivery teams reviewing solutions and mentoring developers/administrators.
Ability to translate CX strategy into technical implementation paths across CRMCCaaS and data/AI layers.
Strong communication executive-facing presence and the ability to simplify complex concepts.

Preferred Qualifications

Zendesk certifications across Support Admin and Developer tracks.
Experience with CRM platforms (Salesforce highly preferred) and multi-system orchestration.
Experience building custom apps middleware integrations and REST API frameworks.
Prior experience in a consulting or systems integrator environment.

$165000 - $185000 a year

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Please note: We are only accepting applications from candidates residing in Arizona Colorado Florida Georgia Illinois Indiana Massachusetts Michigan Minnesota Missouri New Jersey New York North Carolina Oklahoma Pennsylvania Tennessee Texas Virginia DC Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location work experience education and/or skill levels.

Benefits available to eligible employees include the following:

- Medical dental vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1800 employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company TTEC Engage is a 60000 employee service company with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need they can draw from these independently managed centers of excellence TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.

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We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.