Senior Platform Architect - CCaaS & Cloud Integrations

Zendesk, Inc.

Tennessee

Hybrid

USD 200,000 - 300,000

Full time

8 hours ago

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Job summary

Zendesk, Inc. seeks a Senior Platform Architect to design scalable contact center solutions across Zendesk, Amazon Connect, and AWS. You will define strategy, lead technical direction, and provide hands-on architectural expertise.

You will mentor presales teams, drive modernization, ensure security and governance, and collaborate with partners. The role blends strategic leadership with practical implementation in a fast-paced, customer-focused environment.

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 solutions using a CRM, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services.
Leadership skills to lead cross-functional teams and manage multiple projects in a fast-paced environment.
Excellent verbal and written communication skills to articulate complex technical concepts to non-technical stakeholders.

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.