Senior CCaaS Platform Architect

Zendesk, Inc.; Town of Texas (WI); Hybrid; USD 200,000 - 300,000; Full time

Job summary

Zendesk seeks a Senior Platform Architect to drive design and implementation of scalable contact center solutions across Zendesk, Amazon Connect, and AWS services. You will provide strategic direction, technical leadership, and hands-on expertise to modernize CCaaS platforms and ensure secure, compliant integrations.

The role requires deep knowledge of contact center technologies, cross-functional leadership, and the ability to translate complex requirements into practical architectures in a

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience.
• Minimum of 10 years in sales engineering, with at least 5 years in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk
• Strong proficiency in designing and implementing scalable solutions using a CRM, Amazon Connect, AWS Lambda,Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS
• Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges.

Responsibilities

• Strategic Leadership: Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices.
• Solution Design: Lead the design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services to enhance customer experience and operational performance.
• Integration Management: Architect seamless integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization.
• Technical Oversight: Guide pre-sales specialists, ensuring adherence to architectural best practices, security standards, and high-quality solution delivery.
• Stakeholder Collaboration: Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive consensus on architectural decisions.
• Innovation and Best Practices: Stay ahead of industry trends and emerging technologies in contact center platforms, advocating for continuous improvement and innovation.
• Governance: Establish and enforce governance frameworks for security, compliance, and optimal performance of customer service solutions.

Skills

Leadership

Strategic thinking

Verbal & written communication

Architectural design

Cross-functional collaboration

Education

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

Tools

Amazon Connect

AWS Lambda

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

Zendesk seeks a Senior Platform Architect to drive design and implementation of scalable contact center solutions across Zendesk, Amazon Connect, and AWS services. You will provide strategic direction, technical leadership, and hands-on expertise to modernize CCaaS platforms and ensure secure, compliant integrations.

The role requires deep knowledge of contact center technologies, cross-functional leadership, and the ability to translate complex requirements into practical architectures in a