Senior Platform Architect

This is a fully remote position, open to applicants in Connecticut, +18 more states.

📋 Description

• Develop scalable and effective contact center architectures utilizing Amazon Connect, AWS, and Zendesk.

• Establish long-term technological strategies aimed at modernizing contact centers.

• Offer technical guidance and mentorship to presales specialists.

• Assess and implement trends in AI, ML, and automation within contact centers.

• Ensure adherence to security, compliance, governance, and industry best practices.

• Assist presales with business and technical discovery, solution design, demonstrations, proofs of concept, and presentations.

• Generate whitepapers, technical guides, solution architecture diagrams, and sales materials.

• Collaborate with AWS, Zendesk, and additional vendors and partners.

• Define and implement the architectural vision for the Contact Center Center of Excellence.

• Design integrations between Zendesk, Amazon Connect, AWS, and enterprise systems.

• Interact with business leaders, IT teams, and external partners to gather requirements and influence architectural choices.

• Promote continuous enhancement and innovation in contact center platforms.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Administration, or equivalent professional experience.

• At least 10 years of experience in sales engineering.

• Minimum of 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies; experience with Zendesk is preferred.

• Strong expertise in designing and implementing scalable solutions utilizing a CRM, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services.

• Familiarity with Python and/or NodeJS is a plus.

• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.

• Exceptional verbal and written communication skills.

• Strong analytical and problem-solving capabilities.

• Preferred certifications include Zendesk certifications, AWS Certified Solutions Architect, or similar credentials in contact center platforms.

• Experience in designing omnichannel contact center solutions, including voice, chat, AI-driven automation, Workforce Engagement Management, and analytics tools is preferred.

• Experience working in Agile and DevOps environments is preferred.

🏝️ Benefits

• Bonus, benefits, or related incentives may be available.

• Hybrid working model with the flexibility to work remotely part of the week.

• Opportunities to connect, collaborate, and learn in person at Zendesk offices.

• Reasonable accommodations available for applicants with disabilities and disabled veterans.