Senior CCaaS Platform Architect — AWS, Zendesk & Connect

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

Benefits offered by this job

Hybrid work model

Competitive benefits

Job summary

Zendesk, Inc. seeks a Senior Platform Architect to drive design and implementation of scalable contact center solutions across Zendesk, Amazon Connect, and AWS. You will provide strategic technical leadership, mentor presales teams, and advance modernization with AI and automation.

The role emphasizes cross‑functional collaboration, secure architectures, and end‑to‑end solution delivery across CRM and contact center platforms. Hybrid work options are available in the US.

Qualifications

• Minimum of 10 years in sales engineering with 5+ years in contact center technologies (Amazon Connect).
• Strong proficiency in designing scalable solutions using a CRM, AWS services, and Zendesk.
• Experience leading cross‑functional teams and managing multiple projects in a fast-paced environment.

Responsibilities

• Architect scalable contact center solutions leveraging Zendesk, Amazon Connect, and AWS services.
• Lead technical strategy and roadmap for contact center modernization.
• Provide technical leadership and mentorship to presales specialists on solution design for CCaaS.
• Drive innovation by applying AI/ML and automation trends to contact centers.
• Ensure governance, security, and compliance in all designs.
• Support pre-sales activities with discovery, demonstrations, PoCs, and presentations.

Skills

Amazon Connect

AWS

Python

NodeJS

Leadership

Architecture

Pre-sales

Education

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

Tools

Zendesk

Amazon Connect

AWS Lambda

IAM

DynamoDB

S3

API Gateway

Job description

Zendesk, Inc. seeks a Senior Platform Architect to drive design and implementation of scalable contact center solutions across Zendesk, Amazon Connect, and AWS. You will provide strategic technical leadership, mentor presales teams, and advance modernization with AI and automation.

The role emphasizes cross‑functional collaboration, secure architectures, and end‑to‑end solution delivery across CRM and contact center platforms. Hybrid work options are available in the US.