Senior Platform Architect – Contact Center Technologies
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**Job Title:** Senior Platform Architect – Contact Center Technologies (Zendesk, Amazon Connect, AWS)
**About Us:** Zendesk is a leader in customer experience solutions, focusing on innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) aims to optimize customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to improve customer interactions and operational efficiency.
**Position Overview:** We seek a seasoned Senior Platform Architect with expertise in contact center technologies and CX Suites, preferably Zendesk, Amazon Connect, and AWS. This role involves designing and implementing scalable, efficient, and innovative customer service solutions, ensuring seamless platform integration. The candidate will provide strategic and technical leadership in architecting top-tier contact center solutions.
**Core Daily Activities:**
1. Architect and optimize contact center solutions using Amazon Connect, AWS, and Zendesk.
2. Define long-term technology strategies for contact center modernization.
3. Guide presales specialists with best practices in solution design for CCaaS.
4. Stay updated on AI, ML, and automation trends, applying them where relevant.
5. Ensure security, compliance, and best practices in governance standards.
6. Support pre-sales activities, including discovery, solution design, demonstrations, PoCs, and presentations.
7. Develop technical documentation and sales collateral like whitepapers and architecture diagrams.
8. Engage with vendors and partners such as AWS and Zendesk for best practices and technology updates.
**Key Responsibilities:**
1. Define and execute the architectural vision for the Contact Center CoE, aligning with business goals.
2. Lead solution design for complex contact center architectures leveraging Zendesk, Amazon Connect, and AWS services.
3. Manage integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems.
4. Guide pre-sales teams, ensuring adherence to best practices and security standards.
5. Collaborate with stakeholders to gather requirements and drive consensus on solutions.
6. Stay ahead of industry trends, advocating for continuous improvement and innovation.
7. Establish governance frameworks for security, compliance, and performance.
**Qualifications:**
* Bachelor’s or Master’s in Computer Science, IT, or Business Administration.
* At least 10 years in solution architecture, with 5+ years in contact center tech, including Amazon Connect and Zendesk.
* Proficiency in designing scalable solutions with Zendesk, Amazon Connect, AWS Lambda, Lex, IAM, DynamoDB, S3, API Gateway; Python and NodeJS experience is a plus.
* Strong leadership skills and experience managing cross-functional teams.
* Excellent communication skills to articulate complex concepts to non-technical audiences.
* Strong problem-solving skills with a history of developing innovative solutions.
**Preferred Qualifications:**
* Certifications such as Zendesk certifications, AWS Solutions Architect.
* Experience designing omnichannel contact centers with voice, chat, AI automation, workforce management, and analytics tools.
* Experience with Agile and DevOps methodologies.
**What We Offer:**
* Competitive salary and benefits.
* Opportunities for professional growth.
* Inclusive, collaborative work environment.
* Leading transformational contact center initiatives with cutting-edge tech.
Zendesk builds software for better customer relationships, powering billions of conversations worldwide. We value diversity and inclusion, fostering a work environment where everyone can thrive. We offer flexible work arrangements and are committed to equal opportunity employment.
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