Senior Platform Architect - CCaaS & AI Solutions (Remote)

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

Job summary

Zendesk, Inc. seeks a Senior Platform Architect to lead design and implementation of scalable contact center solutions, integrating Zendesk, Amazon Connect, and AWS services. You will shape technical strategy, mentor presales teams, and drive modernization across platforms.

Your experience should cover 10+ years in sales engineering, deep CCaaS knowledge, and strong leadership, communication, and problem-solving skills. This role offers a hybrid work model in the US.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration or equivalent.
• Minimum of 10 years in sales engineering, with at least 5 years in contact center technologies (Amazon Connect CRM/CX), preferably Zendesk.
• Strong design and implementation skills for scalable CCaaS solutions using AWS services.
• Leadership to guide cross-functional teams and communicate with stakeholders.
• Excellent written and verbal communication, with problem-solving abilities.

Responsibilities

• Architect scalable contact center solutions leveraging Zendesk, Amazon Connect, and AWS services.
• Define long-term technology strategy for contact center modernization.
• Lead technical strategy and roadmap; mentor presales specialists.
• Drive adoption of AI/ML and automation in contact centers when relevant.
• Ensure security, compliance, and governance in solutions.
• Support pre-sales activities with discovery, design, PoCs, and demonstrations.

Skills

Sales engineering

Contact center technologies

Leadership

Communication

Problem solving

Education

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

Tools

AWS Lambda

Amazon Connect

Zendesk

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

Zendesk, Inc. seeks a Senior Platform Architect to lead design and implementation of scalable contact center solutions, integrating Zendesk, Amazon Connect, and AWS services. You will shape technical strategy, mentor presales teams, and drive modernization across platforms.

Your experience should cover 10+ years in sales engineering, deep CCaaS knowledge, and strong leadership, communication, and problem-solving skills. This role offers a hybrid work model in the US.