Senior CCaaS Platform Architect (Remote)

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

Benefits offered by this job

Hybrid work model

Disability accommodations

Job summary

Zendesk, Inc. is seeking a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk, Amazon Connect, and AWS services.

You will lead architecture, governance, and cross‑functional collaboration to drive modernization of customer service platforms. The role emphasizes strategic direction, hands‑on execution, and staying ahead of AI/automation trends in CCaaS while ensuring security and compliance across platforms.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience.
• Minimum of 10 years in sales engineering, with at least 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk
• Strong proficiency in designing and implementing scalable solutions using a CRM, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services.
• Leadership: lead cross‑functional teams and manage multiple projects in a fast‑paced environment.
• Communication: articulate complex technical concepts to non-technical stakeholders.
• Problem‑Solving: develop innovative solutions to complex challenges.

Responsibilities

• Strategic Leadership: Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices.
• Solution Design: Lead the design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services to enhance customer experience and operational performance.
• Integration Management: Architect seamless integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization.
• Technical Oversight: Guide pre-sales specialists, ensuring adherence to architectural best practices, security standards, and high‑quality solution delivery.
• Stakeholder Collaboration: Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive consensus on architectural decisions.
• Innovation and Best Practices: Stay ahead of industry trends and emerging technologies in contact center platforms, advocating for continuous improvement and innovation.
• Governance: Establish and enforce governance frameworks for security, compliance, and optimal performance of customer service solutions.

Skills

Sales engineering

Technical leadership

Cross-functional collaboration

Communication

Problem-solving

Mentorship

Strategic thinking

Education

Bachelor’s or Master’s in Computer Science/IT/Business

Tools

Amazon Connect

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

Zendesk, Inc. is seeking a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk, Amazon Connect, and AWS services.

You will lead architecture, governance, and cross‑functional collaboration to drive modernization of customer service platforms. The role emphasizes strategic direction, hands‑on execution, and staying ahead of AI/automation trends in CCaaS while ensuring security and compliance across platforms.