Director, Cloud Contact Center Architecture

Zendesk, Inc.; Nevada; Hybride; USD 317 000 - 475 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Remote work flexibility

Résumé du poste

Zendesk, Inc. seeks a Director of Contact Center Platform Architecture to lead a global team of solutions architects. You will shape technical strategy, drive enterprise solutions, and engage with executive stakeholders and customers to deliver scalable, AI-enabled contact center architectures.

You’ll partner across Zendesk and with AWS and other partners to evolve security, reliability, and integration standards while mentoring leaders across regions.

Qualifications

• 10+ years in solutions architecture, presales, sales engineering, or enterprise technical consulting.
• 5+ years managing and developing technical, customer‑facing professionals.
• 5+ years in contact‑centre technologies, including Amazon Connect, CCaaS platforms, or contact‑centre integrations.
• Hands‑on AWS and Amazon Connect experience.
• Experience designing enterprise contact‑centre solutions and integrations across CRM, telephony, APIs, and cloud services.
• Experience leading complex customer engagements and presenting technical recommendations to senior or C‑level audiences.
• Bachelor’s degree or equivalent practical experience.

Responsabilités

• Lead and grow a global team of solutions architects; set expectations and hire plans.
• Set technical direction for AWS, Amazon Connect, Zendesk, and AI services.
• Stay hands‑on with key customer opportunities, prototypes, and PoCs.
• Guide technical discovery and solution design with customer executives and teams.
• Represent the team in executive meetings, events, and analyst briefings.
• Collaborate with Sales, Product, Engineering, Customer Success, and Partners.
• Build partnerships with AWS and other strategic partners.
• Improve operations by creating reusable architectures and sharing field insights.

Connaissances

Solutions architecture

Technical presales

Sales engineering

CCaaS knowledge

Executive stakeholders

Hands-on leadership

Communication

Formation

Bachelor’s degree or equivalent

Outils

AWS

Amazon Connect

CCaaS platforms

Description du poste

Zendesk, Inc. seeks a Director of Contact Center Platform Architecture to lead a global team of solutions architects. You will shape technical strategy, drive enterprise solutions, and engage with executive stakeholders and customers to deliver scalable, AI-enabled contact center architectures.

You’ll partner across Zendesk and with AWS and other partners to evolve security, reliability, and integration standards while mentoring leaders across regions.