Senior Services Consultant

Job Description

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.

Configure services and deploy 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

3+ years of customer‑facing experience, preferably technical support or consulting role.

Experience with Amazon Connect is a must.

3+ years hands‑on experience building, migrating and deploying complex cloud‑based solutions.

Experience 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.

Location and Salary

San Francisco, CA. US annualized base salary range : $120,000.00 – $180,000.00. This position may also be eligible for bonus, benefits, or related incentives.

Benefits & Work Experience

Hybrid : The role offers a rich onsite experience with flexibility to work remotely for part of the week. Attendance at local office is required for part of the week. (Specific in‑office schedule to be determined by the hiring manager.)

EEO Statement

Zendesk is an equal opportunity employer. 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 have 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 peopleandplaces@zendesk.com with your specific accommodation request.

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