Senior Platform Architect - Contact Center & AWS Solutions

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

Job summary

Zendesk, Inc. invites an accomplished Senior Platform Architect to drive the design and implementation of scalable contact center solutions.

You will lead architecture across Zendesk, Amazon Connect, and AWS services, guiding pre-sales and teams to deliver modern CCaaS offerings with a focus on security and performance. The role requires 10+ years in sales engineering with 5+ years in contact center tech, strong leadership, and excellent communication.

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 including Amazon Connect and CRM/CX.
• Strong proficiency in designing and implementing scalable solutions using AWS services and Zendesk.
• Demonstrated leadership of cross‑functional teams in fast‑paced environments.
• Excellent verbal and written communication to articulate complex technical concepts.

Responsibilities

• Architect scalable contact center solutions leveraging Zendesk, Amazon Connect, and AWS services.
• Define long-term technology strategies for contact center modernization.
• Guide pre-sales specialists with best practices in solution design for CCaaS.
• Stay updated on AI, ML, and automation trends and apply them to contact centers.
• Ensure governance, security, and compliance for customer service solutions.
• Develop technical documentation and sales collateral for customers and sales teams.
• Engage with vendors and partners to align on best practices and technology advancements.

Skills

Cross-functional leadership

Technical leadership

Solution design

Pre-sales

Communication

Problem solving

Architectural vision

Education

Bachelor’s or Master’s degree in Computer Science or related field

Tools

Amazon Connect

AWS Lambda

Amazon Lex

IAM

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

Zendesk, Inc. invites an accomplished Senior Platform Architect to drive the design and implementation of scalable contact center solutions.

You will lead architecture across Zendesk, Amazon Connect, and AWS services, guiding pre-sales and teams to deliver modern CCaaS offerings with a focus on security and performance. The role requires 10+ years in sales engineering with 5+ years in contact center tech, strong leadership, and excellent communication.