Platform Architect

Job Description

The Zendesk Contact Center Center of Excellence (CoE) seeks a Platform Architect to join our Sales Engineering Center of Excellence.

This role blends technical expertise in contact center administration, operations, and design with pre‑sales solutioning. The Platform Architect will partner with sales teams and prospects to design realistic, scalable, and innovative customer service solutions using Zendesk, Amazon Connect, and AWS.

• Lead technical discovery sessions, scope operational requirements, deliver tailored solution demonstrations, and build impactful Proof of Concepts (PoCs) for prospects and clients.
• Translate client business challenges into technical designs leveraging Zendesk, Amazon Connect, and AWS, drawing on practical knowledge of platform operations.
• Create solution architecture diagrams, technical proposal content, and functional configuration guides to support the sales cycle.
• Serve as the technical expert during client engagements, helping to clear technical hurdles and establish credibility with prospect IT and operations teams.
• Align design choices with industry compliance, security, and governance standards, ensuring what is sold can be deployed successfully.
• Stay current on AI, ML, and automation trends in contact centers, demonstrating how these features can be integrated into workflows.
• Collaborate with AWS, Zendesk, and partner ecosystems to stay aligned on platform capabilities and configuration options.

Pre‑Sales Architecture & Design:
Partner with account executives to analyze prospect requirements and design integrated contact center solutions that drive agent efficiency and customer satisfaction.

Proof of Concept (PoC) Development:
Configure sandbox environments and build functional prototypes to demonstrate integration capabilities, routing workflows, and data consistency across systems.

Technical Discovery & Credibility:
Engage with prospect business and IT stakeholders to unpack pain points, offering practical configuration recommendations that build trust.

Integration Presentation:
Demonstrate how Zendesk, Amazon Connect, and AWS services interface with a client’s existing enterprise systems, focusing on data workflows and operational efficiency.

Technical

Collaboration:

Share best practices, refine demo environments, and ensure high‑quality solution alignment across different stages of the sales cycle.

• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, or related field—or equivalent practical, hands‑on experience.
• Experience:
  
  5–7 years of hands‑on experience in contact center technology administration, operational design, or systems configuration; 2–3 years with Amazon Connect and/or CRM/CX technologies (preferably Zendesk).
• Technical & Admin Expertise:
  Deep familiarity with day‑to‑day configuration and administration of contact centers; practical exposure to AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway; experience or exposure to Python and/or NodeJS scripting is highly valued.
• Pre‑Sales Aptitude:
  Demonstrated capability to support the sales lifecycle, including presenting technical concepts, building prototypes, and mapping business value to technology.
• Communication:
  Excellent verbal and written communication skills, confidently presenting technical configurations and architectural ideas to both business leaders and technical teams.
• Problem‑Solving:
  Strong troubleshooting and analytical skills rooted in a practical understanding of contact center operations.

• Certifications:
  
  Zendesk certifications (Support/Admin), AWS Certified Solutions Architect (Associate), or similar hands‑on administration certifications.
• Industry Knowledge:
  Deep practical understanding of omnichannel contact center features, AI/bot configurations, Workforce Engagement Management, and contact center reporting/analytics tools.
• Agile Methodologies:
  Familiarity with Agile, Scrum, or modern Dev Ops frameworks as they apply to deploying software solutions.

Compensation:
The US annualized OTE (On Target Earnings) range for this position is $–$ with an 80/20…