Director, Global Contact Center Platform Architecture

Zendesk, Inc.; California; Ibrido; USD 317.000 - 475.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work model

Bonus eligibility

Equal opportunity employer

Descrizione del lavoro

Zendesk, Inc. is seeking a Director, Contact Center Platform Architecture to lead a globally distributed Solutions Architecture team focusing on cloud contact centers, customer experience, and AI.

This is a hands-on management role that partners with Sales, Product, Engineering, and Customer Success to design scalable architectures for enterprise customers. You will set technical direction across AWS, Amazon Connect, Zendesk, and integrations, developing reusable patterns and guiding complex

Competenze

• 10+ years in solutions architecture or enterprise technical consulting.
• 5+ years managing and developing technical, customer-facing professionals.
• 5+ years in contact-centre technologies, including Amazon Connect, CCaaS, or integrations.

Mansioni

• Lead and grow a globally distributed solutions-architect team.
• Define architecture direction across AWS, Connect, Zendesk, and AI.
• Engage directly with enterprise customers on complex technical decisions.
• Present architecture and trade-offs to executives and customers.
• Collaborate with Sales, Product, Engineering, and Partners.
• Build strong partner relationships with AWS and others.
• Improve team operations with reusable architectures and field insights.

Conoscenze

Leadership

AWS

Amazon Connect

CCaaS

Enterprise architecture

Executive presence

Customer engagements

Formazione

Bachelor's degree or equivalent

Strumenti

APIs

CRMs

SIP/WebRTC

Descrizione del lavoro

Zendesk, Inc. is seeking a Director, Contact Center Platform Architecture to lead a globally distributed Solutions Architecture team focusing on cloud contact centers, customer experience, and AI.

This is a hands-on management role that partners with Sales, Product, Engineering, and Customer Success to design scalable architectures for enterprise customers. You will set technical direction across AWS, Amazon Connect, Zendesk, and integrations, developing reusable patterns and guiding complex