Global Contact Center Platform Architect & Team Leader

Zendesk, Inc.; Austin (TX); Hybrid; USD 317.000 - 475.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Remote work flexibility

Zusammenfassung

Zendesk, Inc. seeks a Director of Contact Center Platform Architecture to lead a global solutions-architecture organization focused on customer experience, cloud contact centers, and AI. The role blends hands-on engineering with executive-level stakeholder engagement and industry influence.

You will guide technical strategy, collaborate across Zendesk and partners, and drive secure, scalable architectures while mentoring a distributed team worldwide.

Qualifikationen

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

Aufgaben

• Lead and grow a global team: Manage, coach, and develop a distributed team of solutions architects.
• Set technical direction for solutions spanning AWS, Amazon Connect, Zendesk, enterprise systems, and AI services.
• Stay hands-on: Engage in customer opportunities, prototypes, demonstrations, and proofs of concept.
• Lead customer engagements: Guide technical discovery and solution design with customer executives and technical teams.

Kenntnisse

AWS

Amazon Connect

Solutions architecture

Leadership

Multi-region

Ausbildung

Bachelor's degree

Tools

SIP

WebRTC

APIs

Event-driven architecture

Jobbeschreibung

Zendesk, Inc. seeks a Director of Contact Center Platform Architecture to lead a global solutions-architecture organization focused on customer experience, cloud contact centers, and AI. The role blends hands-on engineering with executive-level stakeholder engagement and industry influence.

You will guide technical strategy, collaborate across Zendesk and partners, and drive secure, scalable architectures while mentoring a distributed team worldwide.