# Director, Contact Center Platform Architecture **Company**: Zendesk **Location**: Austin, Texas **Work arrangement**: hybrid **Experience**: executive **Job type**: full-time **Salary**: $317,000.00-$475,000.00 **Category**: Engineering **Industry**: Technology **Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Austin-Texas-United-States-of-America/Director--Platform-Architecture_R35696?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_810412a1-c73 ## Description At Zendesk, we're on a mission to power exceptional service for every person on the planet. We're looking for a technically credible leader to build and lead our global contact center, center of excellence solutions architecture team focused on customer experience, cloud contact centres, and AI. This is a hands-on management role. You'll grow a globally distributed team while shaping technical strategy and engaging directly with enterprise customers, senior executives, and the wider industry. You'll help customers solve complex contact-centre challenges and bring teams across Zendesk and our partner ecosystem together to deliver practical, trusted solutions. ## Responsibilities - Lead and grow a global team: Manage, coach, and develop a distributed team of solutions architects. Set clear expectations, support career growth, build leadership capability, and plan hiring, workload, and regional coverage. - Set technical direction: Guide architecture for solutions spanning AWS, Amazon Connect, Zendesk, enterprise systems, and AI services. Set practical standards for security, reliability, integration, and maintainability. - Stay hands-on: Engage directly in important customer opportunities, complex technical decisions, prototypes, demonstrations, and proofs of concept. Help the team turn technical designs into credible, supportable solutions. - Lead customer engagements: Guide technical discovery and solution design with customer executives, business leaders, and technical teams. Explain architecture, trade-offs, risks, and business value clearly. - Represent the team externally: Present and represent the contact-centre team in executive meetings, customer engagements, industry events, and briefings with industry analysts. - Collaborate across Zendesk: Work with Sales, Product, Engineering, Customer Success, Services, Partner and Marketing to align customer needs, solution scope, product feedback, and implementation readiness. - Build strong partner relationships: Develop technical and leadership relationships with AWS and other strategic partners, and coordinate joint priorities and customer engagements. - Improve how the team operates: Prioritise work against customer and business needs, create reusable architectures and demonstrations, and share field insights and resource needs with senior leadership. ## What you bring to the role - A strong record of leading, coaching, and developing technical teams, ideally across multiple regions and time zones. - Deep hands-on experience with AWS and Amazon Connect. - Substantial contact-centre or CCaaS knowledge, including contact-centre operations, customer-service workflows, and cloud contact-centre architecture. - Experience in enterprise solutions architecture, technical presales, or a comparable customer-facing technical leadership role. - The technical judgment to guide complex integrations and architectures across cloud services, APIs, and enterprise platforms. - Executive presence and the ability to build trust with C-level stakeholders, customers, partners, analysts, and technical teams. - A practical, hands-on leadership style: able to set direction, develop others, and personally contribute to critical customer and technical work. - Strong communication and commercial judgment, with the ability to make sound decisions across teams and through ambiguity. ## Basic Qualifications - 10+ years of experience in solutions architecture, technical presales, sales engineering, or enterprise technical consulting. - 5+ years of experience managing and developing technical, customer-facing professionals. - 5+ years of experience in contact-centre technologies, including Amazon Connect, CCaaS platforms, or contact-centre integrations. - Demonstrated hands-on AWS and Amazon Connect experience. - Experience designing enterprise contact-centre solutions and integrations across CRM, telephony, workforce management, APIs, and cloud services. - Experience leading complex customer engagements and presenting technical recommendations to senior or C-level audiences. - Bachelor's degree or equivalent practical experience. ## Preferred Qualifications - Experience leading globally distributed teams across regions and time zones. - AWS Solutions Architect certification, Amazon Connect certification, or relevant Amazon Connect training or badges. - Experience migrating legacy contact-centre platforms to the cloud and designing voice and omnichannel workflows. - Familiarity with integration technologies such as SIP, WebRTC, APIs, and event-driven architecture. - Experience with contact-centre AI, automation, analytics, or workforce-management capabilities. - Coding or scripting experience for prototypes and technical validation. - Experience speaking at industry events, briefing analysts, or representing a technical organisation publicly. The US annualized OTE (On Target Earnings) range for this position is $317,000.00-$475,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. ## Skills ### Required - AWS - Amazon Connect - solutions architecture - technical presales - contact-centre technologies - CCaaS platforms - cloud services - APIs - enterprise platforms ### Nice to have - AWS Solutions Architect certification - Amazon Connect certification - SIP - WebRTC - event-driven architecture - contact-centre AI - automation - analytics - workforce-management capabilities - coding - scripting --- Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Austin-Texas-United-States-of-America/Director--Platform-Architecture_R35696?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)