Senior CCaaS Platform Architect - Hybrid

Zendesk, Inc.; Indiana (PA); Hybrid; USD 200,000 - 300,000; Full time

Job summary

Zendesk, Inc. in the United States is seeking a Senior Platform Architect with deep CCaaS technology expertise to drive design and implementation of scalable, innovative customer service solutions.

You will provide strategic technical leadership, mentor presales teams, and partner with AWS, Zendesk, and other vendors to advance the contact center modernization roadmap while ensuring security and governance. This role offers a hybrid work model with remote flexibility.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration or equivalent experience.
• Minimum 10 years in sales engineering, with ≥5 years in contact center tech (Amazon Connect CRM/CX), preferably Zendesk.
• Strong design, security, and governance capabilities for CCaaS and cloud platforms.

Responsibilities

• Architect scalable contact center solutions leveraging Zendesk, Amazon Connect, and AWS services.
• Lead the technical strategy and modernization roadmap for CCaaS.
• Provide technical leadership to presales and solution design teams.
• Drive AI/ML adoption and automation in contact centers.
• Ensure security, governance, and compliance across solutions.
• Support pre-sales activities including PoCs and solution demonstrations.
• Create technical documentation and architecture diagrams for customers and sales.
• Collaborate with vendors and partners to align on best practices.

Skills

Sales engineering

Leadership

Communication

Problem-solving

Cross-functional collaboration

Education

Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience

Tools

Amazon Connect

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Zendesk

Job description

Zendesk, Inc. in the United States is seeking a Senior Platform Architect with deep CCaaS technology expertise to drive design and implementation of scalable, innovative customer service solutions.

You will provide strategic technical leadership, mentor presales teams, and partner with AWS, Zendesk, and other vendors to advance the contact center modernization roadmap while ensuring security and governance. This role offers a hybrid work model with remote flexibility.