Job Description

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 business operations. This role needs to understand both the why and the how, and 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

• Architect and Optimize Contact Center Solutions – Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk.
• Lead Technical Strategy and Roadmap – Define long-term technology strategies for contact center modernization.
• Provide Technical Leadership and Mentorship – Guide other presales specialists with best practices in solution design for CCaaS.
• Drive Innovation and Emerging Technology Adoption – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant.
• Ensure Security, Compliance, and Best Practices – Maintain governance standards and compliance with industry regulations.
• Support Pre-Sales Activities – Conduct business and technical discovery, solution design,  solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients.
• Develop Technical Documentation and Sales Collateral – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams.
• 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 - or equivalent experience.
• Experience: Minimum of 10 years in sales engineering, 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 a CRM, 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.

The US annualized OTE (On Target Earnings) range for this position is $200,000.00-$300,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.