Platform Architect

Zendesk

1d•$168,000 - $252,000•Hybrid

About The Position

We are seeking a Platform Architect to join our Sales Engineering Center of Excellence team. This role is ideal for a technical professional with a strong, hands-on background in contact center administration, operations, or design who wants to apply that practitioner knowledge to the pre-sales solutioning process. Working with Zendesk, Amazon Connect, and AWS, you will partner with our sales teams and prospects to design realistic, scalable, and innovative customer service solutions. Instead of approaching architecture from a purely theoretical level, you will leverage your practical experience managing and configuring CX suites to conduct discovery, build proof-of-concepts, and demonstrate high-value solutions to clients.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field—or equivalent practical, hands-on technical experience.
Minimum of 5–7 years of hands-on experience in contact center technology administration, operational design, or systems configuration, with a proven ability to leverage that experience in a client-facing or pre-sales capacity.
Must have 2–3 years of direct experience with Amazon Connect and/or CRM/CX technologies (preferably Zendesk).
Deep familiarity with the day-to-day configuration and administration of contact centers (e.g., building contact flows, managing IVRs, user permissions, and routing).
Practical exposure to AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, and API Gateway is required.
Experience or exposure to Python and/or NodeJS scripting is highly valued.
Strong desire or demonstrated capability to support the sales lifecycle, including presenting technical concepts, building prototypes, and mapping business value to technology.
Excellent verbal and written communication skills, with the ability to confidently present technical configurations and architectural ideas to both business leaders and technical teams.
Strong troubleshooting and analytical skills, rooted in a practical understanding of how contact centers operate day-to-day.

Nice To Haves

Zendesk certifications (Support/Admin), AWS Certified Solutions Architect (Associate), or hands-on administration certifications in contact center platforms.
Deep practical understanding of omnichannel contact center features (voice, chat, digital messaging), AI/bot configurations, Workforce Engagement Management (WEM), and contact center reporting/analytics tools.
Familiarity with Agile, Scrum, or modern DevOps frameworks as they apply to deploying software solutions.

Responsibilities

Support Pre-Sales Activities – Lead technical discovery sessions, scope operational requirements, deliver tailored solution demonstrations, and build impactful Proof of Concepts (PoCs) for prospects and clients.
Design Practical Contact Center Solutions – Translate client business challenges into technical designs leveraging Zendesk, Amazon Connect, and AWS, drawing on your practical knowledge of how these platforms function in real-world operations.
Develop Technical Documentation & Sales Collateral – Create solution architecture diagrams, technical proposal content, and functional configuration guides to support the sales cycle.
Collaborate with the Sales Team – Serve as the technical expert during client engagements, helping to clear technical hurdles and establish credibility with prospect IT and operations teams.
Contribute to Solution Best Practices – Align design choices with industry compliance, security, and governance standards, ensuring what is sold can be successfully deployed.
Support Feature & Trend Adoption – Stay current on AI, ML, and automation trends in contact centers, demonstrating to prospects how these features can be practically integrated into their workflows.
Engage with Partners – Collaborate with AWS, Zendesk, and partner ecosystems to stay aligned on the latest platform capabilities and configuration options.
Pre-Sales Architecture & Design Partner with account executives to analyze prospect requirements and design integrated contact center solutions using Zendesk, Amazon Connect, and AWS that drive agent efficiency and customer satisfaction.
Proof of Concept (PoC) Development Actively configure sandbox environments and build functional prototypes to demonstrate integration capabilities, routing workflows, and data consistency across systems to prospective buyers.
Technical Discovery & Credibility Engage with prospect business and IT stakeholders to unpack their current operational pain points, offering practical configuration recommendations that build trust and validate our technical fit.
Integration Presentation Demonstrate how Zendesk, Amazon Connect, and AWS services cleanly interface with a client's existing enterprise systems, focusing on data workflows and operational efficiency.
Technical Collaboration Work alongside other pre-sales specialists to share best practices, refine demo environments, and ensure high-quality solution alignment across different stages of the sales cycle.