Technical Architect - Montreal - Zendesk

Description

Technical Architect

As a Technical Architect, your primary responsibility is to develop customized technical solutions that align with the unique business requirements and objectives of our customers.

Responsibilities

• Develop a comprehensive understanding of customers' functional and technical requirements, ensuring alignment with their business objectives through the effective use of Zendesk functionalities.
• Own the end-to-end technical delivery of specific customer implementation projects.
• Deliver comprehensive, complex implementations of contact centers with Zendesk for Contact Center.
• Configure services and deploy resources in customer AWS accounts using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3, and more.
• Lead technical projects involving multiplate development and architecture resources.
• Mentor junior colleagues on best practices and new technologies.
• Translate customer business objectives into technical solutions.
• Provide expert recommendations based on extensive technical knowledge, taking ownership of the definition, documentation, and execution of optimal technical solutions.
• Collaborate closely with the Zendesk Professional Services team – Engagement Managers, Services Consultants, Developers, and Quality Assurance Analysts – serving as the lead technical solution designer.
• Lead or participate in design and configuration workshops with customers and partners to architect solutions.
• Produce Technical Design Documents (TDD) and Zendesk Custom App Specification Documents in accordance with customer needs.
• Support the development and testing phases of custom solutions, working collaboratively with Zendesk Developers and QA Analysts to resolve issues.
• Assist in the functional design and configuration of Zendesk environments with Services Consultants and Engagement Managers.
• Conduct technical training sessions, handovers, and knowledge transfer to ensure continuity and understanding among stakeholders.
• Maintain ongoing communication with Zendesk Engagement Managers regarding project status, issues, and outstanding deliverables.
• Manage and contribute to multiple projects concurrently, demonstrating strong organizational skills.
• Uphold technical expertise across the Zendesk product suite while handling high‑profile customer escalations with confidence and effectiveness.
• Support pre‑sales activities by gathering technical requirements and providing solutions and estimates to customers.
• Maintain technical product expertise across Zendesk for Contact Center, both with existing and prospective customers, to understand needs and lead technical discussions.
• Articulate complex technical concepts to diverse audiences, including executive‑level decision‑makers.
• Identify workarounds for product limitations and collaborate with the Product team to recommend enhancements based on market demands.

Qualifications

• Bachelor's Degree or equivalent experience, with a minimum of 3 years in consulting services or programming.
• Experience with Amazon Connect is a MUST.
• 3+ years hands‑on experience building, migrating and deploying complex cloud‑based solutions.
• Familiarity with a backend programming language (Java, C#, , Python, PHP).
• Experience implementing and supporting an AWS environment.
• Experience building integrations and supporting contact center solutions in an end‑user or customer environment.
• Proven ability to manage multiple projects with competing priorities and successfully deliver on project goals.
• Strong analytical and project management skills, enabling the alignment of business requirements with technical solutions.
• Demonstrated capacity for prioritizing solutions effectively, with experience in automating deployments and improving solution efficiency.
• Familiarity with RESTful APIs and experience in developing, selling, or supporting SaaS applications.
• Familiarity with AWS or other cloud platforms (GCP, Azure).
• Knowledge across technical domains: web development, mobile development, backend development, and automation.
• Excellent communication skills.
• Strong hands‑on programming skills, experience developing solutions with code/scripting and comfort with AWS Lambda and Python.

Where We Work

Zendesk is not your average tech company. We offer competitive pay, benefits, appealing offices, snacks, and more. Our culture is deeply dedicated to enabling conversations and providing supportive work‑life balance – from flexible hours to remote work, to dynamic parental leave plans. Our Social Impact team engages with the community, investing thousands of hours each year in local groups. We commit to diversity and inclusion so our team reflects the world around us.

Hybrid: This role has a hybrid experience designed at the team level to give you a rich onsite experience with connection, collaboration, learning, and celebration – while also allowing flexibility to work remotely for part of the week. You must attend our local office for part of the week. The specific in‑office schedule will be determined by the hiring manager.

Equal Opportunity Statement

Zendesk is an equal‑opportunity employer. We promote diversity, equity, and inclusion in the workplace and provide reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you require accommodations, please email with your request.

Legal and AI Disclosure

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with company guidelines and applicable law.

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