The Role
The Zendesk Solution Architect will lead pre-sales and solution engineering for Zendesk opportunities and mentor teams within a multi-cloud and CCaaS environment, enhancing CRM strategy and implementation.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital seeks a Zendesk Solution Architect to join our organization! This is a 100% remote opportunity.
As the Zendesk Solution Architect, working remotely in the United States, you will serve as a player-coach across pre-sales, solutioning, delivery oversight, and strategic advisory. This role sits at the center of our CRM strategy within the broader CCaaS, hyperscaler, and Customer Experience (CX) ecosystem, supporting a cross-functional “pod” of technologists aligned to accelerating value for our clients.
The ideal candidate brings deep technical and functional experience across the full Zendesk suite—Support, Guide, Sell, Explore, Sunshine, Workforce Management, QA, integrations, and broader CCaaS adjacency. This role is responsible for shaping solution architecture in early-stage pursuits, guiding our teams through best-in-class implementations, and helping to mature our Zendesk GTM and delivery capabilities.
You will partner closely with delivery, sales, alliances, and cross-cloud technologists to ensure a unified CX perspective across Salesforce, Zendesk, CCaaS platforms (Genesys, Amazon Connect, NICE, Five9, etc), and hyperscalers (AWS, Azure, Google).
What You Will Do:
- 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.
Pre-Sales & Solution Engineering (40%)
Delivery Leadership & Player-Coach Enablement (40%)
Strategic Practice Support (20%)
What You Will Bring:
- 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.
- 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.
Preferred Qualifications
Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.
This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
#LI-Remote
Top Skills
Amazon Connect
AWS
Azure
Ccaas Platforms (Genesys
Five9)
Google
Nice
Salesforce
Zendesk Explore
Zendesk Guide
Zendesk Sell
Zendesk Sunshine
Zendesk Support
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation.
With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
