Job Description

Position Summary:

We are seeking a highly experienced Cloud Solution Architect with deep expertise in AWS to design and lead scalable, secure, and compliant cloud architectures. The ideal candidate will have strong capabilities in data engineering, identity and access management, serverless architecture, API-driven data platforms, and cloud-based contact center solutions. This role requires strategic vision and hands-on experience enabling best practices in cloud design, security, data workflows, infrastructure automation, and deployment.

Key Responsibilities:

• Design and lead secure, highly available cloud architectures primarily on AWS

• Architect identity and access management solutions, including federated authentication, multi-factor authentication, and customer identity and access management (CIAM)

• Drive best practices in designing event-driven, serverless applications with AWS Lambda, API Gateway, EventBridge, SQS and other AWS Services

• Design scalable data engineering platforms for ingestion, normalization, enrichment, and API-driven data integration leveraging AWS services such as RDS, DynamoDB, S3, Glue, Athena and ETL frameworks

• Plan and govern integration strategies for cloud contact center solutions like Amazon Connect with backend systems

• Enforce cloud security measures focusing on encryption, audit logging, GDPR/CCPA/FedRAMP compliance, and the principle of least privilege via IAM

• Define and implement Infrastructure as Code (IaC) using Terraform and AWS CloudFormation to automate provisioning and configuration

• Lead development and maintenance of reusable IaC modules and best practices for scalability, security, and compliance

• Collaborate with DevOps teams to integrate IaC pipelines into CI/CD workflows for repeatable and auditable deployments

• Review and enforce standards related to IaC code quality, security policies, and version control

• Collaborate with cross-functional teams to translate business needs into secure, scalable cloud and data solutions

• Evaluate emerging AWS cloud technologies to improve architecture and operational efficiency

• Produce architecture documentation including design decisions, tradeoffs, and security controls

• Communicate complex technical concepts effectively to technical and non-technical stakeholders

Required Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)

• 10+ years of professional experience in cloud architecture with deep AWS expertise

• Relevant AWS certifications (Solutions Architect (Mandatory), Security Specialty(nice to have))

• Proven experience designing identity management and secure access using AWS Cognito, IAM, and federation protocols (SAML, OIDC, OAuth2)

• Strong skills in serverless, event-driven architecture with AWS Lambda, API Gateway, SQS, and EventBridge

• Experience building and architecting data engineering platforms based on relational (PostgreSQL/Aurora RDS), NoSQL (DynamoDB), caching (ElastiCache/Redis), and ETL pipelines

• Knowledge of cloud contact center solutions, ideally Amazon Connect, including integration strategies

• Expertise in cloud security and compliance frameworks, encryption, data governance, and auditability

• Hands-on experience with Terraform and CloudFormation for Infrastructure as Code at scale

• Proven ability to implement and govern CI/CD pipelines involving IaC deployments and automated testing

• Excellent communication, leadership, and collaboration capabilities

Preferred Qualifications:

• Nice to have: Experience with multi-cloud or hybrid cloud environments

• Familiarity with DevOps principles and tooling

• Knowledge of customer experience, contact center, or identity platforms

• Nice to have: Experience designing & integrating AI/ML solutions for customer support/service automation using AWS SageMaker, Comprehend, or Lex

• Nice to have: Familiarity with the Zendesk ecosystem and integration patterns around customer experience platforms

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.