Senior Platform Architect - Contact Center Technologies, Zendesk, Amazon Connect, AWS

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June 26

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Zendesk

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SaaS • B2B • Customer Support

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

📋 Description

• Architect and Optimize Contact Center Solutions – Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk. • Lead Technical Strategy and Roadmap – Define long-term technology strategies for contact center modernization. • Provide Technical Leadership and Mentorship – Guide other presales specialists with best practices in solution design for CCaaS. • Drive Innovation and Emerging Technology Adoption – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant • Ensure Security, Compliance, and Best Practices – Maintain governance standards and compliance with industry regulations. • Support Pre-Sales Activities – Conduct business and technical discovery, solution design, solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients. • Develop Technical Documentation and Sales Collateral – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams. • Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to align on best practices and technology advancements.

🎯 Requirements

• 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 • 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. • Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment. • Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders. • Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges.