Senior CCaaS Platform Architect (AWS)

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

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. is seeking a Senior Platform Architect with deep expertise in contact center technologies to drive scalable, innovative customer service solutions.

You will provide strategic direction, technical leadership, and hands-on architecture across Zendesk, Amazon Connect, and AWS services to optimize operations and customer experience. Responsibilities include defining the technology roadmap, leading architecture design, mentoring presales, and adopting AI/ML enhancements while ensuring

Qualifications

• 10+ years in sales engineering with CC technologies including Amazon Connect.
• Proven leadership of cross-functional teams in a fast-paced environment.
• Experience integrating Zendesk with CCaaS platforms and AWS services.

Responsibilities

• Define long-term technology strategy for contact center modernization.
• Lead design of scalable CCaaS architectures using Zendesk, Amazon Connect, and AWS.
• Provide mentorship to presales teams on solution design and best practices for CCaaS.
• Drive adoption of AI/ML and automation in contact centers.
• Ensure security, governance, and compliance across solutions.

Skills

Cloud architecture

Amazon Connect

Zendesk

Leadership

Communication

Education

Bachelor's/Master's in CS/IT/Business

Tools

AWS Lambda

API Gateway

DynamoDB

S3

IAM

Python

Node.js

Job description

Zendesk, Inc. is seeking a Senior Platform Architect with deep expertise in contact center technologies to drive scalable, innovative customer service solutions.

You will provide strategic direction, technical leadership, and hands-on architecture across Zendesk, Amazon Connect, and AWS services to optimize operations and customer experience. Responsibilities include defining the technology roadmap, leading architecture design, mentoring presales, and adopting AI/ML enhancements while ensuring