Senior Platform Architect: Cloud CCaaS & Zendesk Lead

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

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. seeks a seasoned Senior Platform Architect to drive design and implementation of scalable contact center solutions across Zendesk, Amazon Connect, and AWS.

You will lead technical strategy, mentor presales teams, and guide architectural decisions across platforms to maximize customer service effectiveness. The role requires deep CCaaS expertise, 10+ years in sales engineering, and strong leadership with emphasis on security, governance, and compliance.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT, or Business Administration or equivalent experience.
• “Minimum of 10 years in sales engineering, with at least 5 years in contact center technologies (Amazon Connect CRM/CX), preferably Zendesk.
• Strong proficiency in designing scalable solutions using CRM, AWS services and programming language exposure (Python/NodeJS).

Responsibilities

• Define and execute architectural vision for the Contact Center CoE.
• Lead design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services.
• Architect seamless integrations between Zendesk, Amazon Connect, AWS, and enterprise systems.
• Provide technical leadership and mentorship to pre‑sales specialists.
• Develop technical documentation and sales collateral for customers and sales teams.
• Engage with partners to align on best practices and technology advancements.

Skills

Leadership

Communication

Problem solving

Cross‑functional teamwork

Sales engineering

Education

Bachelor’s or Master’s degree in Computer Science, IT, or Business Admin

Tools

Amazon Connect

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Job description

Zendesk, Inc. seeks a seasoned Senior Platform Architect to drive design and implementation of scalable contact center solutions across Zendesk, Amazon Connect, and AWS.

You will lead technical strategy, mentor presales teams, and guide architectural decisions across platforms to maximize customer service effectiveness. The role requires deep CCaaS expertise, 10+ years in sales engineering, and strong leadership with emphasis on security, governance, and compliance.