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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing scalable contact center architectures using Amazon Connect and AWS, while providing technical leadership and mentorship. Proficient in evaluating AI and automation trends, ensuring compliance, and driving continuous improvement in contact center solutions.
Highest-signal resume keywords
Amazon Connect CRM/CX TechnologiesAWS Certified Solutions ArchitectContact Center TechnologiesSolution Architecture DesignAgile and DevOps Frameworks
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Scalable Solution DesignAWS LambdaAmazon LexIAMDynamoDBS3API GatewayPythonNodeJSOmnichannel Contact Center Solutions
Soft Skills
Technical LeadershipVerbal CommunicationWritten CommunicationAnalytical SkillsProblem-Solving Skills
Tools & Technologies
ZendeskAWSContact Center PlatformsWorkforce Engagement ManagementReporting and Analytics Tools
Certifications & Qualifications
Zendesk CertificationsAWS Certified Solutions Architect
Industry Keywords
Contact Center ModernizationSecurityComplianceGovernanceContinuous Improvement
Tech Stack
Tools & technologiesAWSDynamoDBNode.jsPython
About the role
Key responsibilities & impact- Design scalable and efficient contact center architectures using Amazon Connect, AWS, and Zendesk
- Define long-term technology strategies for contact center modernization
- Provide technical leadership and mentorship to presales specialists
- Evaluate and apply AI, ML, and automation trends in contact centers
- Maintain security, compliance, governance, and industry best practices
- Support presales through business and technical discovery, solution design, demonstrations, proofs of concept, and presentations
- Create whitepapers, technical guides, solution architecture diagrams, and sales collateral
- Collaborate with AWS, Zendesk, and other vendors and partners
- Define and execute the Contact Center Center of Excellence architectural vision
- Architect integrations between Zendesk, Amazon Connect, AWS, and enterprise systems
- Engage business leaders, IT teams, and external partners to gather requirements and drive architectural decisions
- Advocate continuous improvement and innovation in contact center platforms
Requirements
What you’ll need- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration, or equivalent experience
- Minimum of 10 years in sales engineering
- At least 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies; Zendesk experience preferred
- Strong proficiency designing and implementing scalable solutions using a CRM, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services
- Experience or exposure to Python and/or NodeJS is advantageous
- Demonstrated ability to lead cross-functional teams and manage multiple projects
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Zendesk certifications, AWS Certified Solutions Architect, or equivalent contact center platform credentials preferred
- Experience designing omnichannel contact center solutions, including voice, chat, AI-driven automation, Workforce Engagement Management, and reporting and analytics tools preferred
- Experience working within Agile and DevOps frameworks preferred
Benefits
Comp & perks- Bonus, benefits, or related incentives may be available
- Hybrid way of working, with flexibility to work remotely for part of the week
- Opportunities to connect, collaborate, and learn in person at Zendesk offices
- Reasonable accommodations for applicants with disabilities and disabled veterans