Senior CCaaS Platform Architect

Zendesk, Inc.

Maine

Hybrid

USD 200,000 - 300,000

Full time

27 hours ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Zendesk, Inc. is seeking a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk, Amazon Connect, and AWS services. You will lead technical strategy, guide presales teams, and drive modernization of customer service platforms.

The role emphasizes architecture leadership, integration across platforms, and adoption of AI/ML to enhance efficiency and customer experience.

Qualifications

Minimum of 10 years in sales engineering.
At least 5 years of experience in contact center technologies, including Amazon Connect and Zendesk.
Strong proficiency designing scalable CCaaS solutions on AWS stack.
Leadership experience guiding cross‑functional teams in fast‑paced environments.

Responsibilities

Architect scalable contact center solutions leveraging Zendesk, Amazon Connect, and AWS services.
Lead technical strategy and roadmap for contact center modernization.
Provide mentorship to presales specialists on best practices in CCaaS design.
Drive adoption of AI, ML, and automation in contact centers.
Ensure security, governance, and regulatory compliance in designs.
Support pre‑sales activities with discovery, solution design, and PoCs.