Senior CCaaS Platform Architect

Zendesk, Inc.; Rhode Island; Hybrid; USD 200,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. is seeking a seasoned Senior Platform Architect to drive scalable contact center solutions across Zendesk, Amazon Connect, and AWS-based platforms.

You will provide strategic direction, technical leadership, and hands‑on implementation experience to modernize our CCaaS offerings. The role emphasizes architecture, security, and governance with oversight of pre‑sales efforts, technical documentation, and collaboration with AWS and Zendesk partners.

Qualifications

• 10+ years in sales engineering or related field, with 5+ years in contact center tech.
• Strong design and implementation experience of scalable CCaaS solutions.
• Proficient with CRM, AWS services, and Zendesk platform.
• Leadership to guide cross‑functional teams and manage multiple projects.

Responsibilities

• Define architectural vision for the Contact Center CoE and align to business goals.
• Lead design of complex CCaaS solutions leveraging Zendesk, Amazon Connect, and AWS.
• Architect seamless integrations across Zendesk, AWS, and enterprise systems.
• Mentor pre‑sales specialists and enforce security and governance standards.
• Engage stakeholders to gather requirements and drive solution consensus.
• Stay abreast of AI/ML trends and apply them to contact center platforms.

Skills

Contact center architecture

Cross-functional leadership

Architectural design

CCaaS knowledge

AWS proficiency

Technical strategy

Problem solving

Communication

Education

Bachelor’s or Master’s in CS/IT/Business

Tools

Amazon Connect

Zendesk

AWS

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

Zendesk, Inc. is seeking a seasoned Senior Platform Architect to drive scalable contact center solutions across Zendesk, Amazon Connect, and AWS-based platforms.

You will provide strategic direction, technical leadership, and hands‑on implementation experience to modernize our CCaaS offerings. The role emphasizes architecture, security, and governance with oversight of pre‑sales efforts, technical documentation, and collaboration with AWS and Zendesk partners.