Senior Product Developer building BMC’s mainframe Code Pipeline software for z/OS environments. Designing, debugging, and enhancing C/C++ and Assembler - based products for enterprise clients.
About the role
- Platform Architect designing scalable customer service solutions leveraging Zendesk, Amazon Connect, and AWS. Collaborating with sales teams to improve customer interactions and operational efficiency.
Responsibilities
- Lead technical discovery sessions, scope operational requirements, deliver tailored solution demonstrations, and build impactful Proof of Concepts (PoCs) for prospects and clients.
- Translate client business challenges into technical designs leveraging Zendesk, Amazon Connect, and AWS.
- Create solution architecture diagrams, technical proposal content, and functional configuration guides to support the sales cycle.
- Serve as the technical expert during client engagements, helping to clear technical hurdles and establish credibility with prospect IT and operations teams.
- Align design choices with industry compliance, security, and governance standards to ensure successful deployment.
- Stay current on AI, ML, and automation trends in contact centers, demonstrating to prospects how these features can be practically integrated into their workflows.
- Collaborate with AWS, Zendesk, and partner ecosystems to stay aligned on the latest platform capabilities and configuration options.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field—or equivalent practical, hands-on technical experience.
- Minimum of 5–7 years of hands-on experience in contact center technology administration, operational design, or systems configuration.
- 2–3 years of direct experience with Amazon Connect and/or CRM/CX technologies (preferably Zendesk).
- Deep familiarity with the day-to-day configuration and administration of contact centers (e.g., building contact flows, managing IVRs, user permissions, and routing).
- Practical exposure to AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, and API Gateway is required.
- Experience or exposure to Python and/or NodeJS scripting is highly valued.
- Strong desire or demonstrated capability to support the sales lifecycle, including presenting technical concepts, building prototypes, and mapping business value to technology.
- Excellent verbal and written communication skills, with the ability to confidently present technical configurations and architectural ideas to both business leaders and technical teams.
- Strong troubleshooting and analytical skills, rooted in a practical understanding of how contact centers operate day-to-day.
Benefits
- Flexible work arrangements
- Professional development opportunities
- Bonus and related incentives
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