Global Director, CCaaS Platform Architecture
Zendesk, Inc.
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Job summary
Zendesk, Inc. is seeking a Director, Contact Center Platform Architecture to lead our global contact center platform solutions architecture team.
The role combines hands-on leadership with strategic direction, engaging enterprise customers and guiding cross-functional teams to deliver scalable, secure, and innovative CCaaS solutions. The role demands strong AWS/Amazon Connect expertise, CCaaS knowledge, and the ability to navigate executive-level discussions, architectures, and trade-offs.
Qualifications
- 10+ years in solutions architecture or enterprise tech consulting.
- 5+ years managing and developing technical, customer-facing professionals.
- Deep CCaaS and contact-centre knowledge.
- Proven experience leading complex customer engagements.
- Bachelor’s degree or equivalent practical experience.
Responsibilities
- Lead and grow a global solutions-architect team across regions.
- Set architecture direction for AWS, Amazon Connect, Zendesk, and AI services.
- Engage directly in key customer opportunities and proofs of concept.
- Lead technical discovery with customer executives and stakeholders.
- Represent the team in executive meetings and industry events.
- Collaborate with Sales, Product, Engineering, and Services to align solutions.
Skills
Education
Tools
Job description
Zendesk, Inc. is seeking a Director, Contact Center Platform Architecture to lead our global contact center platform solutions architecture team.
The role combines hands-on leadership with strategic direction, engaging enterprise customers and guiding cross-functional teams to deliver scalable, secure, and innovative CCaaS solutions. The role demands strong AWS/Amazon Connect expertise, CCaaS knowledge, and the ability to navigate executive-level discussions, architectures, and trade-offs.
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