Global CCaaS Platform Architecture Lead

Ultimate.ai; California; Hybrid; USD 317,000 - 475,000; Full time

Benefits offered by this job

Bonus eligibility

Hybrid work model

Remote work flexibility

Job summary

Zendesk seeks a Director, Contact Center Platform Architecture to lead a global solutions architecture team focused on customer experience, cloud contact centers, and AI. This hands-on leadership role engages with enterprise customers and executives to shape strategy and deliver credible, scalable solutions.

You will guide AWS/Amazon Connect architecture, collaborate across Sales, Product, Engineering and Partners, and build reusable reference architectures.

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-center technologies (Amazon Connect, CCaaS, or integrations).
• Experience designing enterprise contact-center solutions and orchestrating cross-system integrations.

Responsibilities

• Lead and grow a global solutions architecture team across regions and time zones.
• Set technical direction for AWS, Amazon Connect, Zendesk, and AI services while ensuring security, reliability, and maintainability.
• Stay hands-on with important customer opportunities, prototypes, and proofs of concept.
• Guide technical discovery and solution design with customer executives and technical teams.

Skills

AWS

Amazon Connect

Solutions architecture

Executive stakeholder management

Team leadership

Education

Bachelor's degree or equivalent practical experience

Tools

APIs

WebRTC

SIP

CRM integrations

Job description

Zendesk seeks a Director, Contact Center Platform Architecture to lead a global solutions architecture team focused on customer experience, cloud contact centers, and AI. This hands-on leadership role engages with enterprise customers and executives to shape strategy and deliver credible, scalable solutions.

You will guide AWS/Amazon Connect architecture, collaborate across Sales, Product, Engineering and Partners, and build reusable reference architectures.