Solutions Architect

Summary

Join TELUS Digital, a leading digital product consultancy, as a Zendesk Solutions Architect. This crucial role bridges sales, technical expertise, and customer success, designing and architecting Zendesk solutions for complex customer needs. You will collaborate with sales to drive revenue growth and ensure successful implementations, scoping, estimating, and planning Zendesk service offerings. The position requires strong technical skills, excellent communication, and experience in pre-sales or solution architecture. This hybrid role offers flexibility with in-office presence prioritized Tuesdays, Wednesdays, and Thursdays, and is located in Boston, MA, Charlottesville, VA, Durham, NC, or remotely in the US. Competitive compensation and benefits are offered.

Requirements

• 3+ years of experience in technical pre-sales, solution architecture, or consulting services
• Strong understanding of Zendesk products and their technical capabilities
• Excellent analytical and project management skills
• Ability to translate business requirements into technical solutions
• Proficiency in one or more programming languages (e.g., Ruby, Python, Java, C#, or JavaScript)
• Outstanding communication, presentation, and interpersonal skills
• Experience in customer relationship management (CRM) and customer service technologies
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

Responsibilities

• Scope, estimate, plan, and position Zendesk service offerings for new and existing customers
• Provide pre-sales and solution consulting leadership in a team environment
• Articulate Zendesk's value proposition and technical capabilities to prospects and customers through product/technical demos, presentations, and white papers
• Map customers' functional and technical requirements to business objectives using Zendesk functionality
• Design and architect complex Zendesk solutions tailored to customer needs
• Collaborate with sales teams to develop winning proposals and drive deals to closure
• Conduct technical discovery sessions and present solution recommendations
• Stay current with Zendesk product updates and industry trends

Preferred Qualifications

• Previous experience with Zendesk implementations or similar SaaS platforms
• Knowledge of API integrations and data migration processes
• Familiarity with agile methodologies and project management tools
• Understanding of industry-specific business processes and challenges
• Certification in Zendesk products or relevant technical certifications

Benefits

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)