Zendesk Solution Architect

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).

• 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.

• 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.

$165,000 - $185,000 a year

Please note:

We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia,…