Job Description
Location: Austin, Texas, United States of America | Remote, Georgia, United States of America | Remote, Florida, United States of America
Requisition ID: R32514
Position Type: Full time
As a 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.
- Configuring services and deploying 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 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.
US annualized base salary range: $137,000.00-$205,000.00. This position may also be eligible for bonus, benefits, or related incentives.
We are an AA/EEO/Veterans/Disabled employer. Equal employment opportunity, including veterans and individuals with disabilities.
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