Senior Platform Architect – Contact Center Technologies (Zendesk, Amazon Connect, AWS)

<h2>Job Description</h2><p></p><p><b><b>Job Title:</b><span> Senior Platform Architect – Contact Center Technologies (Zendesk, Amazon Connect, AWS)</span></b></p><p></p><p></p><p>About Us:<span> 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.</span></p><p></p><p>Position Overview:<span> We are seeking a seasoned Senior Platform Architect with deep expertise in contact center technologies and CX Suites preferably, Zendesk, Amazon Connect, and AWS. This role 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.</span></p><p></p><p><b><b>Core Daily Activities &amp; Key Performance Indicators (KPIs):</b></b></p><p></p><p>Architect and Optimize Contact Center Solutions<span> – Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk.</span></p><ul><li><p><span>KPI: Number of successfully implemented solutions and system uptime.</span></p></li></ul><p></p><p><b>Lead Technical Strategy and Roadmap<span> – Define long-term technology strategies for contact center modernization.</span></b></p><ul><li><p><span>KPI: Alignment of architecture with business objectives and roadmap execution rate.</span></p></li></ul><p></p><p><b><b>Co-create our enterprise architecture</b><span> – Ensure the Zendesk Contact Center platforms integrate with Amazon Connect, Zendesk, and our customer enterprise applications.</span></b></p><ul><li><p><span>KPI: 100% Enterprise architecture completed and validated before contract signature.</span></p></li></ul><p></p><p><b><b>Provide Technical Leadership and Mentorship</b><span> – Guide other presales specialists with best practices in solution design for CCaaS.</span></b></p><ul><li><p><span>KPI: Team proficiency improvements and successful project completions.</span></p></li></ul><p></p><p><b><b>Collaborate with Business and IT Teams</b><span> – Engage with stakeholders to understand needs, define requirements, and align technology with business goals.</span></b></p><ul><li><p><span>KPI: Stakeholder satisfaction scores and project success rate.</span></p></li></ul><p>Drive Innovation and Emerging Technology Adoption<span> – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant</span><b><span>.</span></b></p><ul><li><p><span>KPI: Number of new technology implementations and efficiency gains.</span></p></li></ul><p></p><p><b><b>Ensure Security, Compliance, and Best Practices</b><span> – Maintain governance standards and compliance with industry regulations.</span></b></p><ul><li><p><span>KPI: Audit compliance success rate and security incident reduction.</span></p></li></ul><p></p><p><b><b>Support Pre-Sales Activities </b><span>– Conduct business and technical discovery, solution design,  solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients.</span></b></p><ul><li><p><span>KPI: Number of successful demos, PoCs, and client engagements converted into sales</span></p></li></ul><p></p><p><b><b>Develop Technical Documentation and Sales Collateral</b><span> – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams.</span></b></p><ul><li><p><span>KPI: Number of assets created and utilized in sales processes.</span></p></li></ul><p>Engage with Vendors and Partners <span>– Work closely with AWS, Zendesk, and other partners to align on best practices and technology advancements.</span></p><p></p><p><b><b>Key Responsibilities:</b></b></p><ul><li><p>Strategic Leadership:<span> Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices.</span></p></li><li><p>Solution Design:<span> Lead the design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services to enhance customer experience and operational performance.</span></p></li><li><p>Integration Management:<span> Architect seamless integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization.</span></p></li><li><p>Technical Oversight:<span> Guide pre-sales specialists, ensuring adherence to architectural best practices, security standards, and high-quality solution delivery.</span></p></li><li><p>Stakeholder Collaboration:<span> Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive consensus on architectural decisions.</span></p