TTEC Digital · 7 hours ago
Zendesk Solution Architect
United States
Full-time
Remote
Senior Level
$165K/yr - $185K/yr
5+ years expTTEC Digital is a company that focuses on enhancing customer experiences through employee engagement. They are seeking a Zendesk Solution Architect who will lead technical architecture and solution engineering for Zendesk opportunities while mentoring teams and guiding best practices in a multi-cloud environment.
AnalyticsArtificial Intelligence (AI)Information Technology
Hiring Manager
John Fennell
Responsibilities
Serve as the primary technical architect for Zendesk-aligned opportunities across North America
Lead discovery, solution shaping, use-case definition, integration patterns, and scoping for the full Zendesk portfolio
Partner with Sales, Alliances, and practice leadership to support RFP responses, demos, client briefings, and workshops
Translate business goals into platform architecture that fits within a modern, multi-cloud CX ecosystem
Provide architectural oversight on active engagements to ensure quality, scalability, and alignment to best practices
Mentor a pod of multi-cloud technologists across CRM, CCaaS, and AI domains; elevate skills and raise architectural maturity
Create repeatable assets, templates, reference architectures, and estimation frameworks
Guide teams on the intersection of Zendesk with CCaaS and enterprise systems (CRM, data, AI/ML, integrations)
Help refine and mature our CRM strategy as it relates to CCaaS evolution, hyperscaler partnership motion, and emerging CX trends
Provide thought leadership on platform evolution, releases, CX orchestration, data connectivity, and AI-driven service models
Represent the Zendesk capability within internal and external forums, partner communities, and GTM programming
Qualification
Required
5–10+ years of experience designing and implementing Zendesk solutions across enterprise environments
Hands-on expertise with Zendesk Support, Guide, Sell, Explore, Sunshine (CRM & custom objects), WFM/QA, and App Framework
Strong understanding of modern CCaaS platforms (e.g., Amazon Connect, Genesys Cloud CX, NICE, Five9) and how Zendesk integrates with them
Familiarity with multi-cloud and hyperscaler ecosystems (AWS strongly preferred)
Proven experience in pre-sales solutioning, including discovery leadership, scoping, architecture design, and client-facing presentations
Experience leading delivery teams, reviewing solutions, and mentoring developers/administrators
Ability to translate CX strategy into technical implementation paths across CRM, CCaaS, and data/AI layers
Strong communication, executive-facing presence, and the ability to simplify complex concepts
Preferred
Zendesk certifications across Support, Admin, and Developer tracks
Experience with CRM platforms (Salesforce highly preferred) and multi-system orchestration
Experience building custom apps, middleware integrations, and REST API frameworks
Prior experience in a consulting or systems integrator environment
Benefits
Medical, dental, vision
Tax-advantaged health care accounts
Financial and income protection benefits
Paid time off (PTO) and wellness time off.
Company
TTEC Digital
TTEC Digital is an IT consulting firm that provides CX strategy, data and analytics, and AI solutions.
1001-5000 employees
H1B Sponsorship
TTEC Digital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (18)
2023 (17)
2022 (26)
2021 (12)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Dave Seybold
Chief Executive Officer
Recent News
2025-11-14
Company data provided by crunchbase