Senior Demo Platform Architect

Zendesk, Inc.; Hinoba-an; Hybrid; PHP 1,653,000 - 2,975,000; Full time

Job summary

Zendesk, Inc. seeks a Senior Demo Platform Architect to own and evolve shared demo environments spanning Zendesk, Amazon Connect, and AWS. You will design compelling, reusable demos that showcase CX, AI, automation, and analytics while supporting presales and customer engagements.

The role emphasizes hands-on engineering, platform governance, and rapid delivery. Hybrid work is expected with office collaboration across multiple time zones, and you will contribute to technical documentation and

Qualifications

• Education: Bachelor’s or Master’s in CS/IT/Engineering/Business or equivalent experience.
• 8–10 years in solution/platform engineering or related field with 5+ years in contact center tech incl Amazon Connect and CRM/CX, preferably Zendesk.
• Strong design/implementation skills for scalable CRM/CX demos and architectures.
• Experience creating technical demonstrations, reusable use cases, prototypes, or PoCs.

Responsibilities

• Own and optimize shared demo environments using Zendesk, Amazon Connect, and AWS.
• Develop new demo use cases and reusable demonstrations for CX, AI, automation, and analytics.
• Support custom demo requests with presales architects and specialists.
• Track product releases and incorporate capabilities into the demo portfolio.
• Develop automation components and templates to accelerate demo delivery.
• Maintain governance, access controls, data standards, and platform reliability for demos.
• Create technical documentation, guides, and demo collateral.
• Collaborate with AWS, Zendesk, and partners to stay aligned with capabilities.

Skills

CRM/CX platform design

Amazon Connect

AWS Lambda

Bedrock (Amazon AI)

Amazon Lex

IAM

DynamoDB

S3

API Gateway

CloudWatch

Python

NodeJS

Documentation

Demo development

Education

Bachelor’s or Master’s in CS/IT/Engineering/Business

Tools

Zendesk

Amazon Connect

AWS

AWS Lambda

Job description

Senior Demo Platform Architect – Contact Center and Customer Experience

Position Overview:

We are seeking a seasoned Senior Demo Platform Engineer with deep expertise in contact center technologies and CX suites, preferably Zendesk, Amazon Connect, and AWS. This role will own the development, maintenance, and continuous improvement of shared demo environments and reusable customer service use cases. The ideal candidate will combine hands‑on technical expertise, strong operational ownership, and independent decision‑making to ensure demo environments remain reliable, current, scalable, and ready to support both internal teams and occasional customer‑facing engagements.

Core Daily Activities

• Own and Optimize Demo Environments – Maintain reliable, scalable, secure, and high‑quality shared demo environments leveraging Amazon Connect, AWS, and Zendesk.
• Develop New Demo Use Cases – Design and build compelling, reusable demonstrations that showcase contact center, customer experience, AI, automation, analytics, and integration capabilities.
• Support Custom Demo Requests – Partner with presales specialists and architects to develop opportunity‑specific configurations, integrations, workflows, and demonstrations.
• Maintain Product and Release Readiness – Track Zendesk, Amazon Connect, AWS, and related technology releases and incorporate relevant capabilities into the demo portfolio.
• Drive Automation and Standardization – Develop reusable components, templates, deployment processes, and automation to improve the speed and consistency of demo delivery.
• Ensure Security, Governance, and Best Practices – Maintain appropriate access controls, data standards, platform governance, cost management, and technical quality across demo environments.
• Support Customer‑Facing Activities – Occasionally participate in customer demonstrations, proof of concepts (PoCs), technical discussions, and presentations for prospects and clients.
• Develop Technical Documentation and Demo Collateral – Create technical guides, setup instructions, troubleshooting documentation, architecture diagrams, demo scripts, and internal enablement materials.
• Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to remain aligned with product capabilities, best practices, and technology advancements.

Key Responsibilities:

• Demo Platform Ownership: Define and execute the technical vision for shared demo environments, proactively identifying improvements, resolving issues, and ensuring environments remain available and ready for use.
• Demo Design and Development: Build compelling end‑to‑end contact center demonstrations leveraging Zendesk, Amazon Connect, and AWS services to showcase customer experience, agent productivity, AI, automation, and operational performance.
• Integration Management: Design and maintain integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to support realistic workflows, consistent data, and reusable demo scenarios.
• Custom Demo Support: Work with presales specialists and architects to understand opportunity requirements and deliver tailored demonstrations while identifying opportunities to create reusable assets for the wider team.
• Technical Oversight: Establish and maintain high standards for demo architecture, configuration, testing, security, documentation, reliability, and overall presentation quality.
• Stakeholder Collaboration: Engage with internal teams, business leaders, product specialists, engineering teams, customers, and external partners to gather requirements, propose solutions, communicate tradeoffs, and deliver effective demonstrations.
• Innovation and Best Practices: Stay ahead of product releases, industry trends, and emerging technologies in contact center platforms, AI, and automation, applying them to continuously improve the demo portfolio.
• Independent Execution: Establish priorities, manage multiple concurrent requests, make informed decisions, and deliver outcomes without requiring detailed day‑to‑day direction.
• Governance: Establish and enforce governance frameworks for security, access control, data management, cost optimization, platform reliability, and lifecycle management of demo environments.

Qualifications:

Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or Business Administration – or equivalent experience.

Experience: Minimum of 8–10 years in solution engineering, platform engineering, solution architecture, software development, or a related technical field, with at least 5 years of experience in contact center technologies, including Amazon Connect and CRM/CX technologies, preferably Zendesk.

• Technical Expertise: Strong proficiency in designing, implementing, and supporting scalable solutions using a CRM/CX platform, Amazon Connect, AWS Lambda, Amazon AI Agents (Bedrock), Amazon Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS.
• Demo Development: Demonstrated experience creating technical demonstrations, reusable use cases, prototypes, proof of concepts, or reference implementations that translate technical capabilities into compelling business scenarios.
• Platform Management: Experience maintaining shared technical environments, managing releases and configuration changes, troubleshooting complex issues, and proactively improving platform availability and reliability.
• Leadership Skills: Demonstrated ability to operate with ownership, take initiative, work independently, influence cross‑functional teams, and manage multiple projects in a fast‑paced and globally distributed environment.
• Communication: Excellent verbal and written communication skills, with the ability to document technical solutions, collaborate across time zones, and articulate complex technical concepts to both technical and non‑technical stakeholders.
• Problem‑Solving: Strong analytical and problem‑solving skills, with a track record of investigating root causes, making sound decisions with incomplete information, and developing scalable solutions to complex challenges.

Preferred Qualifications:

• Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
• Industry Knowledge: Experience designing and demonstrating omnichannel contact center solutions, including voice, chat, messaging, AI‑driven automation, agent assistance, Workforce Engagement Management, including workforce and quality management, and contact center reporting and analytics tools.
• Customer Engagement: Experience delivering technical demonstrations, supporting customer discussions, and responding to detailed technical questions during customer or prospect engagements.
• Agile Methodologies: Experience working within Agile and DevOps frameworks, including source control, CI/CD, infrastructure as code, automated testing, and repeatable deployment practices.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid:

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

What’s it like to work here?

The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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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Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with our customers.