Solutions Architect (Zendesk)

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility 

Our Zendesk Solutions Architects are an integral part of our team at WillowTree, a TELUS Digital company. To help retain our deep culture of collaboration, this role will prioritize candidates that can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Charlottesville, VA, or Durham, NC. 

We are also open to candidates based remotely in the US. 

The Opportunity

The Zendesk Solutions Architect plays a crucial role in bridging sales, technical expertise, and customer success. This position is responsible for designing and architecting Zendesk solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations.

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

Qualifications

• 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)

Bonus Points

• 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

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.