Global CCaaS Platform Architecture Director

Zendesk, Inc.; San Francisco (CA); Hybrid; USD 317,000 - 475,000; Full time

Benefits offered by this job

Hybrid work model

Bonus eligibility

Job summary

Zendesk, Inc. seeks a Director to lead the global Contact Center Platform Architecture team, shaping strategy and delivering customer-centric, cloud-based, and AI-enabled solutions.

You will manage a distributed team, engage with enterprise customers and executives, and drive architecture decisions across Zendesk and partner ecosystems. This hands-on leadership role emphasizes measurable impact and cross-functional collaboration, with a hybrid work model and the potential for bonuses.

Qualifications

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

Responsibilities

• Lead and grow a global solutions-architecture team across regions; plan hiring and coverage.
• Set technical direction for AWS, Amazon Connect, Zendesk, and AI services with security and reliability standards.
• Stay hands-on with important customer opportunities, prototypes, and proofs of concept.
• Lead customer engagements and clearly explain architecture, risks, and business value to executives.
• Represent the team in executive meetings, customer engagements, and industry events.
• Collaborate across Sales, Product, Engineering, and Services to align needs and readiness.
• Build partner relationships with AWS and other strategic partners; coordinate joint priorities.
• Improve team operations by creating reusable architectures and field insights.

Skills

AWS

Amazon Connect

CCaaS

Solutions architecture

Executive presence

Customer engagements

Education

Bachelor's degree or equivalent

Tools

AWS Certification

APIs

Job description

Zendesk, Inc. seeks a Director to lead the global Contact Center Platform Architecture team, shaping strategy and delivering customer-centric, cloud-based, and AI-enabled solutions.

You will manage a distributed team, engage with enterprise customers and executives, and drive architecture decisions across Zendesk and partner ecosystems. This hands-on leadership role emphasizes measurable impact and cross-functional collaboration, with a hybrid work model and the potential for bonuses.