Senior CCaaS Platform Architect — Hybrid/Remote-Ready

Zendesk, Inc.; New Jersey; Hybrid; 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 drive design and implementation of scalable customer service solutions.

You will lead strategic technology direction, mentor presales teams, and ensure seamless integration across Zendesk, Amazon Connect, and AWS services. The role requires hands‑on architecture leadership, governance, and collaboration with partners to modernize the contact center.

Qualifications

• Minimum of 10 years in sales engineering.
• At least 5 years in contact center technologies including Amazon Connect and CRM/CX platforms.
• Strong proficiency in designing scalable solutions using AWS services and Zendesk.

Responsibilities

• Architect scalable contact center solutions using Zendesk, Amazon Connect, and AWS.
• Lead technical strategy and roadmap for contact center modernization.
• Provide leadership and mentorship to pre-sales teams.
• Drive AI/automation adoption in contact centers.
• Ensure security, governance, and compliance in solutions.
• Support pre-sales activities with discovery, design, PoCs, and demos.

Skills

Leadership

Cross‑functional leadership

Communication

Problem solving

Analytical thinking

Mentorship

Education

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

Equivalent experience

Tools

Amazon Connect

AWS

Zendesk

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

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

You will lead strategic technology direction, mentor presales teams, and ensure seamless integration across Zendesk, Amazon Connect, and AWS services. The role requires hands‑on architecture leadership, governance, and collaboration with partners to modernize the contact center.