The intelligent heart of customer experience.
Platform Architect
Location
North Carolina + 1 moreAll locations: North Carolina | Texas
Posted
5 days ago
Salary
$168K - $252K / year
Seniority
Senior
Job Description
Platform Architect
Zendesk
• 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.
Job Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field—or equivalent practical, hands-on technical 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).
- 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.
- Strong desire or demonstrated capability to support the sales lifecycle, including presenting technical concepts, building prototypes, and mapping business value to technology.
- Excellent verbal and written communication skills, with the ability to confidently present technical configurations and architectural ideas to both business leaders and technical teams.
- Strong troubleshooting and analytical skills, rooted in a practical understanding of how contact centers operate day-to-day.
Benefits
- Remote work options
- Professional development opportunities
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