Senior Platform Architect

Zendesk•Washington, DC

1d•$200,000 - $300,000•Hybrid

About The Position

We are seeking a seasoned Senior Platform Architect with deep expertise in contact center technologies and business operations. This role needs to understand both the why and the how, and 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.

Requirements

Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration - or equivalent experience.
Minimum of 10 years in sales engineering, 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 a CRM, 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.

Nice To Haves

Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
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
Experience working within Agile and DevOps frameworks.
Experience or exposure to Python and/or NodeJS

Responsibilities

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.
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.