Lead a global team of Technical Architects (TAs) responsible for designing and delivering customized solutions for Zendesk’s most strategic customers.
Manage a global team of Technical Architects, providing regular coaching, performance feedback, and career development.
Mentor the team on best practices for AWS environment deployment, contact center logic, and coding standards in Python and Node.js.
Collaborate with leadership to assign TAs to projects based on expertise and bandwidth, ensuring the team can manage multiple concurrent engagements.
Oversee the end-to-end technical delivery of implementation projects, ensuring global consistency in how solutions are documented and executed.
Review and approve Technical Design Documents (TDD) and Custom App Specifications produced by the team to ensure they meet Zendesk’s high standards for scalability and efficiency.
Serve as the final point of escalation for complex design decisions involving Amazon Connect, Lex, Lambda, DynamoDB, and other AWS services.
Work closely with Engagement Managers, Services Consultants, and Solution Architects to serve as the lead technical voice within the Professional Services organization.
Identify product limitations discovered during implementations and collaborate with the Product and Engineering teams to recommend enhancements based on global market demands.
Assist the sales organization by reviewing technical solutions and estimates for prospective customers to ensure they are viable and accurately scoped.
Identify opportunities to automate deployments and improve solution efficiency across the TA organization.
Lead global training sessions and handovers to ensure technical product expertise is maintained across the entire Zendesk product suite.
Articulate complex technical strategies and roadmaps to diverse audiences, including executive-level decision-makers.

Requirements

Bachelor’s Degree or equivalent experience.
Minimum of 6+ years in consulting services or programming, with at least 2+ years in a formal leadership or management role.
3+ years of hands-on experience building, migrating, and deploying complex cloud-based solutions.
Expert knowledge of AWS environments and contact center integrations.
Strong hands-on programming skills (Python, Node.js, or Java) and comfort with AWS Lambda.
In-depth familiarity with RESTful APIs and SaaS application support.
Proven ability to manage a team handling competing priorities across multiple global projects.
Exceptional communication and analytical problem-solving abilities.
A passion for building contact center solutions and a willingness to "get your hands dirty" alongside your team when necessary.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

AWSPythonNode.jsJavaAWS LambdaRESTful APIscloud-based solutionscontact center integrationsTechnical Design DocumentsCustom App Specifications

Soft Skills

leadershipcoachingperformance feedbackcareer developmentcommunicationanalytical problem-solvingmentoringcollaborationteam managementtraining

Certifications

Bachelor’s Degree