Senior Cloud Contact Center Architect

Joinimagine; United States; Hybrid; USD 200,000 - 300,000; Full time

Job summary

Zendesk is seeking a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk, Amazon Connect, and AWS. You will define strategic roadmaps, provide technical leadership, and mentor presales engineers as part of a CCaaS modernization effort.

The role requires deep CCaaS expertise, cross-functional leadership, and a focus on security and compliant architectures. Hybrid US-based work arrangement with collaboration across global teams.

Qualifications

• Minimum of 10 years in sales engineering, with at least 5 years in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk.
• Strong proficiency in designing and implementing scalable CCaaS solutions using AWS services and Zendesk.
• Leadership and cross-functional collaboration across sales, engineering, and customer success.

Responsibilities

• Define and execute architectural vision for the Contact Center CoE in alignment with business objectives.
• Lead the design of complex CCaaS solutions leveraging Zendesk, Amazon Connect, and AWS services.
• Architect seamless integrations between Zendesk, Amazon Connect, AWS, and enterprise systems for data consistency.

Skills

Sales engineering

Contact center technologies

Amazon Connect

Zendesk

Leadership

Communications

Education

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

Tools

AWS

AWS Lambda

Amazon Connect

Zendesk

Job description

Zendesk is seeking a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk, Amazon Connect, and AWS. You will define strategic roadmaps, provide technical leadership, and mentor presales engineers as part of a CCaaS modernization effort.

The role requires deep CCaaS expertise, cross-functional leadership, and a focus on security and compliant architectures. Hybrid US-based work arrangement with collaboration across global teams.