Senior Solutions Architect
Designs and sells AI-powered customer-service solutions for enterprises, guiding technical scoping, demos, and implementation strategies while collaborating with sales and customer teams.
- Compensation
- $206K–$308K / yr
- Location
- Remote, Florida, United States of America
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 8+ years
- Category
- Architecture
- Posted
Skills
Must have
- 8+ years hands-on experience building, migrating and deploying complex cloud-based Solutions.
- 8+ years of customer-facing experience, preferably technical architecture or consulting role.
- Proven ability to communicate technical value to C-level executives, directors, business stakeholders, and technical teams.
- Experience scoping, managing, and executing customer pilots, Proofs of Concept, technical workshops, and solution demos.
- Experience using REST APIs and AWS Lambda (preferably Python) and integration with 3rd party systems via API
- In-depth knowledge of customer service software, ITSM, CRM, data warehousing, business intelligence, integrations, APIs, and customer experience platforms.
- Proven experience consulting, implementing and supporting AWS environments.
- Experience architecting integrations across CRM, Unified Communications, and contact center solutions.
- Strong problem-solving skills, including the ability to translate business needs into practical technical solutions.
- Advanced solution scoping capabilities, including the ability to use existing product capabilities while influencing future product development.
- Ability to work in a fast-paced environment with multiple priorities and stakeholders.
- Willingness to travel when required for strategic customer engagements.
Full description
Job Description
About Us
We are an innovative and fast-moving business focused on helping companies build better relationships with their customers. We take pride in the impact our work has on organizations, while also caring deeply about the experience of our employees and the culture we build together.
Zendesk helps companies improve customer engagement through powerful, scalable, and easy-to-use software solutions. Our products enable organizations to move faster, operate more efficiently, and deliver better customer experiences across every touchpoint.
We are looking for a Senior Solutions Architect to help expand our Services business in North America. This role will lead strategic scoping conversations with customers and prospects, covering technical architecture, solution design, implementation strategy, AI-enabled workflows, automation opportunities, and competitive differentiation throughout the sales cycle.
Job Overview
The ideal candidate is an experienced technical leader who can operate both as an individual contributor and as a mentor across teams. This person will own technical scoping, guide complex customer conversations, and partner closely with Sales, Services, Product, and Customer Success teams to design the right solution for each customer.
The Senior Solutions Architect will act as the technical bridge between Account Executives and prospective customers, owning the primary technical relationship during the sales and services process. This role requires the ability to engage with C-level executives, directors, technical stakeholders, and implementation teams to communicate the value, feasibility, and business impact of the proposed solution.
In addition to strong enterprise software and customer experience knowledge, the role now requires hands-on experience with AI technologies, including AI-assisted workflows, automation, agents, skills, prompt design, integrations, and practical use of AI tools to improve productivity, solution design, customer support, and implementation outcomes.
Key Responsibilities:
- Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.
- Partner with Sales to define technical strategies that support AMER pipeline growth and services revenue targets.
- Own the technical relationship with prospects and customers during the sales cycle, from initial discovery through proposal and closure.
- Design scalable customer experience, support, ITSM, automation, data, and AI-enabled solutions aligned with customer requirements.
- Identify opportunities to incorporate AI, automation, agents, workflows, and knowledge-based systems into customer solutions.