Zendesk is hiring a Senior Platform Architect for its Contact Center Center of Excellence to lead the design of scalable, integrated customer experience solutions using Zendesk, Amazon Connect, and AWS.
Key duties include architecting CCaaS architectures, defining a long-term technology strategy, providing technical leadership and mentorship to presales, driving AI/automation adoption, ensuring security and compliance, and supporting pre-sales activities with discovery, PoCs, demos, and collateral.
The role also emphasizes governance, integration of Zendesk with AWS and other systems, stakeholder collaboration, and ongoing innovation aligned with industry trends.
Qualifications require at least 10 years in solution architecture with 5+ years in contact-center technologies (Amazon Connect, CRM/CX tech; Zendesk preferred), strong AWS expertise (Lambda, Lex, IAM, DynamoDB, S3, API Gateway) and programming experience (Python/NodeJS a plus), plus leadership and communication skills.
Preferred qualifications include Zendesk certifications or AWS Solutions Architect, omnichannel and WFM/analytics experience, Agile/DevOps familiarity, and Zendesk notes a hybrid, inclusive workplace with equal opportunity policies.
