Senior CCaaS Platform Architect

Zendesk, Inc.

New York (NY)

Hybrid

USD 200,000 - 300,000

Full time

18 hours ago

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Job summary

Zendesk, Inc. seeks a seasoned Senior Platform Architect to design and implement scalable, efficient, and innovative contact center solutions.

You will drive architecture across Zendesk, Amazon Connect, and AWS, providing strategic direction and hands-on leadership for modern CCaaS deployments. The role requires deep expertise in contact centers, cloud services, security governance, and cross-functional collaboration, with a strong focus on mentoring presales and delivering compelling technical

Qualifications

Bachelor’s or Master’s degree in CS, IT, or Business Admin, or equivalent.
10+ years in sales engineering with 5+ years in contact center tech.
Proven leadership of cross-functional teams in fast-paced environments.
Deep knowledge of Zendesk, Amazon Connect, AWS Lambda, Lex, and related services.
Strong communication and storytelling to translate tech to business.

Responsibilities

Architect scalable contact center solutions using Zendesk, Amazon Connect, and AWS.
Define long-term technology strategy and modernization roadmap.
Lead pre-sales activities, solution demos, PoCs, and presentations.
Mentor presales specialists and ensure governance and security.
Collaborate with vendors and partners on best practices.