Global CC Platform Architecture Director (Hybrid/Remote)

Zendesk, Inc.

Texas

Hybrid

USD 317,000 - 475,000

Full time

19 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Zendesk, Inc. is seeking a Director of Contact Center Platform Architecture to lead a globally distributed solutions-architecture team.

You will shape technical strategy for customer experience, cloud contact centers, and AI, while engaging directly with enterprise customers and executives. You will guide architecture across AWS, Amazon Connect, Zendesk, and enterprise systems, while delivering practical, trusted solutions and strong partner collaboration.

Qualifications

10+ years in solutions architecture, presales, sales engineering, or enterprise technical consulting.
5+ years managing technical, customer-facing professionals.

Responsibilities

Lead and grow a global, distributed team of solutions architects; set hiring plans and regional coverage.
Set technical direction across AWS, Amazon Connect, Zendesk, and AI services; ensure security, reliability and maintainability.
Stay hands-on with customer opportunities, prototypes, and proofs of concept.
Guide technical discovery and solution design with executives and technical teams; communicate risks and value clearly.
Represent the team in executive meetings, customer engagements, and industry events.
Collaborate across Zendesk to align customer needs with product feedback and implementation readiness.
Build strong partner relationships with AWS and other strategic partners; coordinate joint engagements.
Improve team operations by creating reusable architectures and sharing field insights with leadership.