Associate Solutions Architect

Job Description

The Associate Solutions Architect supports the CX ARR and NRR business by providing practical technical partnership across new business, renewals, and expansion opportunities. This junior, customer-facing role is designed for a technically curious professional developing expertise in solutions architecture, pre-sales, implementation planning, and consultative customer engagement.

The role helps customers understand how the CX platform, AI capabilities, automation, and integrations can support business outcomes while ensuring proposed solutions are credible, secure, and practical to implement.

Business Impact

• Support new business opportunities that contribute to Annual Recurring Revenue (ARR).
• Support renewals, adoption, and expansion opportunities that contribute to Net Revenue Retention (NRR).
• Create a consistent and scalable technical experience across the Mexico market.

Key Responsibilities

• Work closely with Senior and Field Solutions Architects as an active contributor to discovery, solution design, demos, and implementation planning, helping move opportunities forward and ensuring continuity for customers.
• Use ChatGPT and other AI tools as a working copilot to prepare for customer conversations, organize discovery, draft solution artifacts, and accelerate follow-up—while validating outputs and remaining accountable for accuracy, privacy, and customer context.
• Partner with Account Executives on discovery, qualification, solution strategy, and opportunity progression.
• Support both new-logo ARR opportunities and existing-customer renewal or expansion opportunities related to NRR.
• Manage multiple opportunities through a pooled coverage model, prioritizing work based on customer impact, deal stage, complexity, and urgency.
• Translate customer goals and operational challenges into use cases, value hypotheses, solution concepts, and next steps.
• Support technical discovery sessions, product demonstrations, workshops, solution overviews, and proof-of-concept activities.
• Explain CX, automation, and AI capabilities in practical business terms, including use cases, limitations, risks, and adoption considerations.
• Create solution artifacts such as diagrams, capability maps, integration overviews, demo plans, discovery notes, and technical responses.
• Coordinate with Product, Engineering, Security, Professional Services, and Customer Success to validate feasibility and implementation considerations.
• Support clear pre-sales-to-implementation handoffs and help identify dependencies, risks, and assumptions early.
• Capture reusable patterns, objections, FAQs, and lessons learned to improve team consistency.
  

AI Knowledge and Application

• Use AI tools as a copilot to organize information, summarize discovery, prepare demos, generate first drafts, and accelerate follow-up.
• Apply human judgment to review AI-assisted work for accuracy, customer context, privacy, and quality.
• Understand practical AI use cases in CX workflows, sales activities, customer conversations, and solution delivery

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Technical Knowledge and Solution Fluency

• Foundational understanding of SaaS products, CX workflows, APIs, integrations, and common solution patterns.
• Familiarity with REST APIs, JSON, webhooks, authentication, SDKs, data flows, and basic integration concepts.
• Ability to read technical documentation and basic architecture diagrams and explain technical concepts in business language.
• Ability to ask useful technical questions and connect customer requirements to a clear, value-oriented solution story.

Required Qualifications

• Professional fluency in English and Spanish is required for the Mexico and Brazil market.
• Experience in a customer-facing technical role such as Solutions Architecture, Sales Engineering, Technical Consulting, Implementation, Customer Success Engineering, or Support Engineering.
• Strong written, verbal, and presentation skills.
• Ability to manage multiple priorities and maintain reliable follow-through.
• Structured problem-solving skills and willingness to learn technical and commercial concepts quickly.
• Experience collaborating cross-functionally in a SaaS or technology organization.
• Willingness to receive feedback, work through ambiguity, and continuously develop pre-sales and consultative skills.

Preferred Qualifications

• Experience with CX, CRM, customer service, contact center, digital engagement, messaging, analytics, or workflow technologies.
• Exposure to AI adoption, prompt design, workflow automation, analytics, or responsible AI practices.
• Familiarity with cloud platforms, integration patterns, data modeling, security concepts, or technical discovery frameworks.
• Experience creating demos, technical enablement, reusable assets, or standardized sales processes.

Success Measures

• Quality and timeliness of technical support for ARR, renewal, and expansion opportunities.
• Customer and Account Executive confidence in discovery, demos, solution clarity, and follow-through.
• Quality of implementation handoffs and reduction of avoidable technical surprises.
• Progression in technical depth, consultative selling, and independent opportunity ownership.

#LI-MR7

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

The intelligent heart of customer experience

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Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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