Senior CCaaS Platform Architect

Zendesk, Inc.; United States; Hybrid; USD 200,000 - 300,000; Full time

Job summary

Zendesk, Inc. is seeking a seasoned Senior Platform Architect to drive scalable contact center architectures, including Zendesk and Amazon Connect integrations.

You will shape technology strategy, lead cross‑functional teams, and mentor presales professionals in designing compliant, high‑performance CCaaS solutions. The role demands deep expertise in AWS services, strong leadership, and the ability to communicate complex concepts to non‑technical stakeholders.

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. Exposure to Python and/or NodeJS is a plus.
• 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.

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

Strategic Leadership

Solution Design

Cross-functional leadership

Communication

Problem solving

Technical Leadership

Python/NodeJS

AWS

Sales engineering

Education

Bachelor’s or Master’s degree in Computer Science, IT, or Business Administration

Tools

Amazon Connect

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 architectures, including Zendesk and Amazon Connect integrations.

You will shape technology strategy, lead cross‑functional teams, and mentor presales professionals in designing compliant, high‑performance CCaaS solutions. The role demands deep expertise in AWS services, strong leadership, and the ability to communicate complex concepts to non‑technical stakeholders.