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

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].

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.