Senior CCaaS Platform Architect

Zendesk, Inc.

Maryland

Hybrid

USD 200,000 - 300,000

Full time

6 hours ago

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Benefits offered by this job

Hybrid work model

Office locations worldwide

Equal opportunity employer

Job summary

Zendesk, Inc. seeks a Senior Platform Architect to lead design and implementation of scalable contact center solutions integrating Zendesk and Amazon Connect. You will define strategic technology directions, mentor presales teams, and drive architecture across AWS services to improve customer experiences. Hybrid work model with global collaboration across offices.

The role requires deep CCaaS expertise, executive communication, and hands-on delivery capabilities in a fast-paced environment.

Qualifications

Bachelor’s or Master’s degree in CS, IT, or business administration or equivalent.
10+ years in sales engineering, with at least 5 years in contact center tech including Amazon Connect and Zendesk.
Strong proficiency in scalable solutions using AWS services; Python/NodeJS exposure is a plus.
Proven leadership of cross-functional teams in a fast-paced environment.
Excellent communication for technical and non-technical stakeholders.

Responsibilities

Strategic leadership: define and execute the architectural vision for the Contact Center CoE.
Solution design: lead design of complex contact center solutions using Zendesk, Amazon Connect, and AWS.
Integration management: architect seamless integrations between Zendesk, Amazon Connect, AWS, and other systems.
Technical oversight: guide pre-sales specialists and ensure security and best practices.
Stakeholder collaboration: align requirements and drive consensus on architectural decisions.