Senior Contact Center Platform Architect

Zendesk, Inc.; Philadelphia (Philadelphia County); Hybrid; USD 200,000 - 300,000; Full time

Job summary

Zendesk, Inc. seeks a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk and AWS ecosystems. Lead strategic technology direction, mentor presales engineers, and drive modern CCaaS architectures.

You will collaborate with AWS and Zendesk teams to deliver secure, compliant, and innovative customer service platforms, enabling effective omnichannel experiences.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT, or Business Administration or equivalent experience.
• 10+ years in sales engineering with 5+ years in CCaaS tech incl. Amazon Connect / Zendesk.
• Strong proficiency in scalable design using AWS services and related tech.

Responsibilities

• Strategic Leadership: define architectural vision for the CC CoE.
• Solution Design: lead complex CCaaS solutions using Zendesk, Amazon Connect, AWS.
• Integration Management: architect seamless integrations across Zendesk, Connect, AWS.
• Technical Oversight: guide pre‑sales with best practices, security, and delivery.
• Stakeholder Collaboration: align with business & IT leaders to drive decisions.
• Innovation and Best Practices: stay ahead on CC platform trends and automation.
• Governance: enforce security, compliance, and performance standards.

Skills

CCaaS design

Technical leadership

Architectural strategy

Cross-functional teamwork

Education

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

Tools

Amazon Connect

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Python

Node.js

Job description

Zendesk, Inc. seeks a Senior Platform Architect to design and implement scalable contact center solutions across Zendesk and AWS ecosystems. Lead strategic technology direction, mentor presales engineers, and drive modern CCaaS architectures.

You will collaborate with AWS and Zendesk teams to deliver secure, compliant, and innovative customer service platforms, enabling effective omnichannel experiences.