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, 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
- Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk.
- Define long-term technology strategies for contact center modernization.
- Guide other presales specialists with best practices in solution design for CCaaS.
- Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant.
- Maintain governance standards and compliance with industry regulations.
- Conduct business and technical discovery, solution design, solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients.
- Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams.
- 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. Experience or exposure to Python and/or NodeJS is a plus.
- 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
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.
