TTEC Digital

Solution Architect

TTEC Digital

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, Colorado, District of Columbia, Florida, Illinois, Massachusetts, Minnesota, Missouri, Montana, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, Wisconsin, Wyoming • 🇺🇸 United States

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Salary

💰 $165,000 - $185,000 per year

Job Level

SeniorLead

Tech Stack

AWSCloud

About the role

  • Serve as the primary technical architect for Zendesk-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
  • Provide architectural oversight on active engagements to ensure quality, scalability, and alignment to best practices
  • Mentor a pod of multi-cloud technologists across CRM, CCaaS, 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 with CCaaS and enterprise systems (CRM, data, AI/ML, integrations)
  • Help refine and mature our CRM strategy as it relates to CCaaS evolution, hyperscaler partnership 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.

Requirements

  • 5–10+ years of experience designing and implementing Zendesk solutions across enterprise environments
  • Hands-on expertise with Zendesk Support, Guide, Sell, Explore, Sunshine (CRM & custom objects), WFM/QA, and App Framework
  • Strong understanding of modern CCaaS platforms (e.g., Amazon Connect, Genesys Cloud CX, NICE, Five9) and how Zendesk integrates with them
  • Familiarity with multi-cloud and hyperscaler ecosystems (AWS strongly preferred)
  • Proven experience in pre-sales solutioning, including discovery leadership, 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 CRM, CCaaS, 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.
Benefits
  • Medical, dental, vision
  • tax-advantaged health care accounts
  • financial and income protection benefits
  • paid time off (PTO) and wellness time off.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Zendesk SupportZendesk GuideZendesk SellZendesk ExploreZendesk SunshineWFM/QAApp FrameworkREST APImulti-cloud architectureCCaaS
Soft skills
communicationexecutive-facing presencementoringsolutioningclient-facing presentationsdiscovery leadershiparchitecture designsimplifying complex conceptsteam leadershipcollaboration
Certifications
Zendesk Support certificationZendesk Admin certificationZendesk Developer certification