Job Description
About Us
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 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.
Core Daily Activities
- 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.
Key Responsibilities
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.
Qualifications
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field—or equivalent practical, hands-on technical experience.
- 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).
- Technical & Admin Expertise: 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.
- Pre-Sales Aptitude: Strong desire or 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, with the ability to confidently present 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 how contact centers operate day-to-day.
Preferred Qualifications
- Certifications: Zendesk certifications (Support/Admin), AWS Certified Solutions Architect (Associate), or hands-on administration certifications in contact center platforms.
- Industry Knowledge: 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.
- Agile Methodologies: Familiarity with Agile, Scrum, or modern DevOps frameworks as they apply to deploying software solutions.
The US annualized OTE (On Target Earnings) range for this position is $168,000.00-$252,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.
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.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
