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Zendesk’s Contact Center Center of Excellence is seeking a Senior Platform Architect with deep expertise in contact center technologies (Zendesk, Amazon Connect, AWS) to design, implement, and lead scalable CX solutions and provide strategic technical leadership. The role’s core daily activities include architecting and optimizing solutions, defining a long-term technology roadmap, mentoring presales teams, driving AI/automation adoption, ensuring security and compliance, supporting pre-sales with discovery, demos, and PoCs, and creating technical documentation and sales collateral while coordinating with vendors. Key responsibilities emphasize strategic leadership of the architectural vision, end-to-end solution design across Zendesk, Amazon Connect, and AWS, integration management, technical oversight of pre-sales, stakeholder collaboration, ongoing innovation, and governance for security and performance. Qualifications require a bachelor’s or master’s in CS/IT/Business, at least 10 years in solution architecture with 5+ years in contact center technologies (Amazon Connect and preferably Zendesk), strong proficiency with AWS services (Lambda, Lex, IAM, DynamoDB, etc.), and proven leadership and communication skills; preferred credentials include Zendesk and AWS certifications and experience with omnichannel, WFM, and analytics, plus Agile/DevOps familiarity. Zendesk notes its hybrid work model and commitment to diversity, equal opportunity, and potential AI screening, with accommodations available upon request and a global, inclusive hiring approach.

Zendesk is seeking a Senior Solutions Consultant to lead AI-powered CX and ES solutions, acting as a trusted advisor and working with Sales, Product, Engineering, and Customer Success to transform customer challenges into scalable, measurable outcomes. The role encompasses leading technical and business discovery, designing demos and proofs of value, translating AI/ML capabilities into business narratives, owning end-to-end technical engagements from qualification to pilot execution, and ensuring solutions align with goals and compliance while integrating with Zendesk APIs, middleware, telephony, and cloud platforms. You’ll collaborate cross-functionally to influence product roadmaps, measure impact using Zendesk analytics, and champion AI adoption through value-realization initiatives with Customer Success. Requirements include 5+ years of presales/solutions consulting in SaaS/CX, strong knowledge of web/scripting technologies and SaaS architectures, experience designing pilots/POCs, deep AI expertise (LLMs, NLP), domain experience in CCaaS/ITSM/etc., strong analytical storytelling and communication skills, a bachelor’s degree or equivalent, and willingness to travel. Zendesk promotes a hybrid, inclusive culture, notes that AI may screen applications, and is an equal opportunity employer committed to diversity, with accommodations available for applicants.