Senior Platform Architect – Contact Center Technologies

Zendesk; United States; On-site; USD 100,000 - 160,000; Full time

Job summary

An established industry player is seeking a Senior Platform Architect to drive the design and implementation of innovative customer service solutions. This role offers the opportunity to lead the architectural vision for contact center technologies, ensuring seamless integration across platforms like Zendesk and Amazon Connect. The ideal candidate will provide technical leadership, mentor teams, and stay ahead of industry trends in AI and automation. Join a collaborative environment that values professional growth and offers the chance to influence transformational initiatives in customer experience. If you're passionate about technology and innovation, this role is perfect for you.

Benefits

Competitive salary and benefits package

Opportunities for professional growth and development

Collaborative and inclusive work environment

Chance to lead transformational initiatives

Qualifications

• 10+ years in solution architecture, 5+ years in contact center technologies.
• Strong proficiency in AWS services and contact center platforms.

Responsibilities

• Design scalable contact center solutions leveraging AWS and Zendesk.
• Lead technical strategy and ensure seamless integrations across platforms.

Skills

Solution Architecture

Contact Center Technologies

AWS Services

Leadership

Communication Skills

Problem-Solving

Education

Bachelor’s or Master’s degree in Computer Science

Bachelor’s or Master’s degree in Information Technology

Bachelor’s or Master’s degree in Business Administration

Tools

Zendesk

Amazon Connect

AWS Lambda

Amazon Lex

DynamoDB

S3

API Gateway

Python

NodeJS

Job description

Job Description

Job Title: Senior Platform Architect – Contact Center Technologies (Zendesk, Amazon Connect, AWS)

About Us: Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency.

Position Overview: We are seeking a seasoned Senior Platform Architect with deep expertise in contact center technologies and CX Suites preferably, Zendesk, Amazon Connect, and AWS. This role will drive the design and implementation of scalable, efficient, and innovative customer service solutions, ensuring seamless integration across platforms. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise in architecting best-in-class contact center solutions.

Core Daily Activities & Key Performance Indicators (KPIs):

• Architect and Optimize Contact Center Solutions: Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk.
  • KPI: Number of successfully implemented solutions and system uptime.
• Lead Technical Strategy and Roadmap: Define long-term technology strategies for contact center modernization.
  • KPI: Alignment of architecture with business objectives and roadmap execution rate.
• Co-create our enterprise architecture: Ensure the Zendesk Contact Center platforms integrate with Amazon Connect, Zendesk, and our customer enterprise applications.
  • KPI: 100% Enterprise architecture completed and validated before contract signature.
• Provide Technical Leadership and Mentorship: Guide other presales specialists with best practices in solution design for CCaaS.
  • KPI: Team proficiency improvements and successful project completions.
• Collaborate with Business and IT Teams: Engage with stakeholders to understand needs, define requirements, and align technology with business goals.
  • KPI: Stakeholder satisfaction scores and project success rate.
• Drive Innovation and Emerging Technology Adoption: Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant.
  • KPI: Number of new technology implementations and efficiency gains.
• Ensure Security, Compliance, and Best Practices: Maintain governance standards and compliance with industry regulations.
  • KPI: Audit compliance success rate and security incident reduction.
• Support Pre-Sales Activities: Conduct business and technical discovery, solution design, solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients.
  • KPI: Number of successful demos, PoCs, and client engagements converted into sales.
• Develop Technical Documentation and Sales Collateral: Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams.
  • KPI: Number of assets created and utilized in sales processes.
• Engage with Vendors and Partners: Work closely with AWS, Zendesk, and other partners to align on best practices and technology advancements.

Key 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.

Qualifications:

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration.
• Experience: Minimum of 10 years in solution architecture, with at least 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk.
• Technical Expertise: Strong proficiency in designing and implementing scalable solutions using Zendesk, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS.
• Leadership Skills: Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment.
• Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges.

Preferred Qualifications:

• Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
• Industry Knowledge: Experience in designing omnichannel contact center solutions, including voice, chat, and AI-driven automation, Workforce Engagement Management (including workforce and quality Management), contact center reporting and analytics tools.
• Agile Methodologies: Experience working within Agile and DevOps frameworks.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to lead transformational contact center initiatives leveraging cutting-edge technologies.

How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and interest in the position to [Insert Application Email/Link].