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Zendesk
Zendesk
5,001 – 10,000 Employees
H1B Visa SponsorConsultingLogisticsMarketing
Zendesk develops customer service and sales software that helps organizations manage conversations, support requests, and customer relationships in one connected environment. Its platform brings together messaging, live chat, AI-powered automation, data privacy and protection tools, and an agent workspace, giving teams flexible ways to organize service operations as they grow. Zendesk also offers professional services and training resources, with a stated focus on personalized customer interactions, integrated workflows, diversity and inclusion, and sustainability.
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Director of Platform Architecture

Lead Zendesk’s global contact centre solutions architecture team, setting direction for enterprise customer solutions. Shape architectures built on AWS, Amazon Connect, Zendesk, and AI.

USUnited StatesCACaliforniaNVNevadaNYNew YorkPAPennsylvaniaTXTexasWAWashingtonWIWisconsin
$317,000 – $475,000 / year
HybridFull-timeLeadEnglish RequiredBackend EngineerSoftware Engineer
AWSCloud

Description

  • Lead and develop a globally distributed team of solutions architects.
  • Set technical direction for solutions built across AWS, Amazon Connect, Zendesk, enterprise systems, and AI services.
  • Define standards for security, reliability, integration, and maintainability.
  • Work directly on customer opportunities, complex technical decisions, prototypes, demonstrations, and proofs of concept.
  • Guide technical discovery and solution design with customer executives, business leaders, and technical teams.
  • Explain architecture choices, trade-offs, risks, and business value.
  • Represent the contact centre team in executive meetings, customer engagements, industry events, and analyst briefings.
  • Partner with Sales, Product, Engineering, Customer Success, Services, Partners, and Marketing.
  • Build technical and leadership relationships with AWS and other strategic partners.
  • Set priorities, develop reusable architectures and demonstrations, and share field insights and resource needs with senior leaders.

Requirements

  • Bring at least 10 years of experience in solutions architecture, technical presales, sales engineering, or enterprise technical consulting.
  • Have at least five years of experience managing and developing technical, customer-facing professionals.
  • Bring at least five years of experience with contact centre technologies, including Amazon Connect, CCaaS platforms, or contact centre integrations.
  • Have hands-on experience with AWS and Amazon Connect.
  • Have designed enterprise contact centre solutions and integrations across CRM, telephony, workforce management, APIs, and cloud services.
  • Have led complex customer engagements and presented technical recommendations to senior or C-level audiences.
  • Hold a bachelor’s degree or have equivalent practical experience.
  • Have experience leading globally distributed teams across regions and time zones.
  • Hold an AWS Solutions Architect or Amazon Connect certification, or have relevant Amazon Connect training or badges.
  • Have migrated legacy contact centre platforms to the cloud and designed voice and omnichannel workflows.
  • Be familiar with SIP, WebRTC, APIs, and event-driven architecture.
  • Have experience with contact centre AI, automation, analytics, or workforce management capabilities.
  • Have coding or scripting experience for prototyping and technical validation.
  • Have spoken at industry events, briefed analysts, or represented a technical organisation publicly.

Benefits

  • Bonus, benefits, or related incentives may be available.
  • Hybrid work with flexibility to work remotely for part of the week.
  • Opportunities to connect, collaborate, and learn at Zendesk offices.
  • Reasonable accommodations are available for applicants with disabilities and disabled veterans.

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