Senior Platform Solutions Architect
Senior Platform Solutions Architect
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Job Description
Job Description
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 CX 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
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.
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: Bachelors or Masters 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 LambdaAmazon 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.
Languages: Business-Level Proficiency in Brazilian Portuguese Spanish and English
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.
Where We Work
Zendesk is not your average tech company. We have all the stuff youd expect - competitive pay benefits appealing offices snacks and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance from flexible hours to remote work to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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 were 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 with your specific accommodation request.
Required Experience:
Senior IC
Employment Type
Full-Time
