Senior CCaaS Platform Architect (AWS)

Zendesk, Inc.; Delaware; On-site; USD 200,000 - 300,000; Full time

Job summary

Zendesk, Inc. is seeking a Senior Platform Architect with deep expertise in contact center technologies to design scalable, integrated solutions across Zendesk, Amazon Connect, and AWS.

You will lead strategic technology direction, mentor presales specialists, oversee secure, compliant architectures, and collaborate with vendors to drive modernization and innovation in customer service platforms. The role requires strong leadership, technical excellence, and hands-on implementation experience.

Qualifications

• 10+ years in sales engineering or technical enablement with focus on contact centers.
• Experience with Amazon Connect, AWS, and Zendesk in CCaaS environments.
• Strong leadership and communication for cross‑functional teams.

Responsibilities

• Architect scalable contact center solutions using Zendesk, Amazon Connect, and AWS.
• Define long-term technology strategy for CCaaS modernization.
• Lead technical strategy, guidance, and mentorship of presales.
• Oversee security, governance, and compliance for solutions.
• Support pre-sales with discovery, design, PoCs, and demos.
• Create technical documentation and sales collateral.
• Collaborate with vendors like AWS and Zendesk to align best practices.

Skills

Contact Center Architecture

AWS / Zendesk integration

Pre-sales leadership

CCaaS design

Cross-functional leadership

Education

Bachelor’s or Master’s degree

Tools

Amazon Connect

AWS Lambda

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Zendesk

Job description

Zendesk, Inc. is seeking a Senior Platform Architect with deep expertise in contact center technologies to design scalable, integrated solutions across Zendesk, Amazon Connect, and AWS.

You will lead strategic technology direction, mentor presales specialists, oversee secure, compliant architectures, and collaborate with vendors to drive modernization and innovation in customer service platforms. The role requires strong leadership, technical excellence, and hands-on implementation experience.