Senior Platform Architect Contact Center Techno... @ Zendesk
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About Zendesk
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.
Position Overview
The Senior Platform Architect Contact Center Technologies will drive the design and implementation of scalable, efficient, and innovative customer service solutions. You 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 using Amazon Connect, AWS, and Zendesk.
- Lead technical strategy and roadmap for contact center modernization.
- Provide mentoring and guidance to pre-sales specialists.
- Drive innovation by incorporating AI, ML, and automation trends.
- Ensure security, compliance, and adherence to industry best practices.
- Support pre-sales activities including discovery, solution design, demonstrations, PoCs, and presentations.
- Develop technical documentation and sales collateral.
- Engage with vendors and partners such as AWS and Zendesk for technology alignment.
Key Responsibilities
- Define and execute the architectural vision for the Contact Center CoE.
- Lead design of complex solutions using Zendesk, Amazon Connect, and AWS.
- Architect seamless integrations for data consistency and workflow optimization.
- Guide pre-sales specialists ensuring adherence to best practices and security standards.
- Collaborate with business leaders, IT teams, and external partners to drive consensus.
- Advocate continuous improvement and innovation in contact center platforms.
- Establish and enforce governance frameworks for security and compliance.
Qualifications
A Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration is required. A minimum of 10 years in solution architecture with at least 5 years in contact center technologies is essential. Strong technical expertise in Zendesk, Amazon Connect, AWS services (including Lambda, Lex, IAM, DynamoDB, S3, API Gateway) is needed. Leadership skills, excellent communication, and problem-solving abilities are a must.
Preferred Qualifications
Zendesk certifications, AWS Certified Solutions Architect or equivalent credentials are preferred. Experience with omnichannel contact center solutions, AI-driven automation, and agile methodologies is an added advantage.
Work Environment
Zendesk offers a hybrid work arrangement which allows flexibility for remote work along with in-person collaboration at Zendesk offices worldwide.
Equal Opportunity
Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion. Applicants in need of accommodations should email peopleandplaces@zendesk.com.
Key skills/competency
Zendesk, Amazon Connect, AWS, architecture, integration, leadership, CX, compliance, innovation, technical documentation
How to Get Hired at Zendesk
🎯 Tips for Getting Hired
- Customize your resume: Highlight relevant contact center tech experience.
- Research Zendesk: Familiarize with their customer experience solutions.
- Showcase technical skills: Emphasize expertise with AWS and Zendesk.
- Prepare for leadership questions: Demonstrate team guidance and strategy.