Senior Demo Platform Architect – Contact Center and Customer Experience

We are seeking a seasoned Senior Demo Platform Engineer with deep expertise in contact center technologies and CX suites, preferably Zendesk, Amazon Connect, and AWS.

Core Daily Activities

• Own and Optimize Demo Environments – Maintain reliable, scalable, secure, and high-quality shared demo environments leveraging Amazon Connect, AWS, and Zendesk.
• Develop New Demo Use Cases – Design and build compelling, reusable demonstrations that showcase contact center, customer experience, AI, automation, analytics, and integration capabilities.
• Support Custom Demo Requests – Partner with presales specialists and architects to develop opportunity-specific configurations, integrations, workflows, and demonstrations.
• Maintain Product and Release Readiness – Track Zendesk, Amazon Connect, AWS, and related technology releases and incorporate relevant capabilities into the demo portfolio.
• Drive Automation and Standardization – Develop reusable components, templates, deployment processes, and automation to improve the speed and consistency of demo delivery.
• Ensure Security, Governance, and Best Practices – Maintain appropriate access controls, data standards, platform governance, cost management, and technical quality across demo environments.
• Support Customer-Facing Activities – Occasionally participate in customer demonstrations, proof of concepts (PoCs), technical discussions, and presentations for prospects and clients.
• Develop Technical Documentation and Demo Collateral – Create technical guides, setup instructions, troubleshooting documentation, architecture diagrams, demo scripts, and internal enablement materials.
• Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to remain aligned with product capabilities, best practices, and technology advancements.

Key Responsibilities:

• Demo Platform Ownership: Define and execute the technical vision for shared demo environments, proactively identifying improvements, resolving issues, and ensuring environments remain available and ready for use.
• Demo Design and Development: Build compelling end-to-end contact center demonstrations leveraging Zendesk, Amazon Connect, and AWS services to showcase customer experience, agent productivity, AI, automation, and operational performance.
• Integration Management: Design and maintain integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to support realistic workflows, consistent data, and reusable demo scenarios.
• Custom Demo Support: Work with presales specialists and architects to understand opportunity requirements and deliver tailored demonstrations while identifying opportunities to create reusable assets for the wider team.
• Technical Oversight: Establish and maintain high standards for demo architecture, configuration, testing, security, documentation, reliability, and overall presentation quality.
• Stakeholder Collaboration: Engage with internal teams, business leaders, product specialists, engineering teams, customers, and external partners to gather requirements, propose solutions, communicate tradeoffs, and deliver effective demonstrations.
• Innovation and Best Practices: Stay ahead of product releases, industry trends, and emerging technologies in contact center platforms, AI, and automation, applying them to continuously improve the demo portfolio.
• Independent Execution: Establish priorities, manage multiple concurrent requests, make informed decisions, and deliver outcomes without requiring detailed day-to-day direction.
• Governance: Establish and enforce governance frameworks for security, access control, data management, cost optimization, platform reliability, and lifecycle management of demo environments.

Qualifications:

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or Business Administration - or equivalent experience.
• Experience: Minimum of 8–10 years in solution engineering, platform engineering, solution architecture, software development, or a related technical field, with at least 5 years of experience in contact center technologies, including Amazon Connect and CRM/CX technologies, preferably Zendesk.
• Technical Expertise: Strong proficiency in designing, implementing, and supporting scalable solutions using a CRM/CX platform, Amazon Connect, AWS Lambda, Amazon AI Agents (Bedrock), Amazon Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch, and other AWS services.
• Demo Development: Demonstrated experience creating technical demonstrations, reusable use cases, prototypes, proof of concepts, or reference implementations that translate technical capabilities into compelling business scenarios.
• Platform Management: Experience maintaining shared technical environments, managing releases and configuration changes, troubleshooting complex issues, and proactively improving platform availability and reliability.
• Leadership Skills: Demonstrated ability to operate with ownership, take initiative, work independently, influence cross-functional teams, and manage multiple projects in a fast-paced and globally distributed environment.
• Communication: Excellent verbal and written communication skills, with the ability to document technical solutions, collaborate across time zones, and articulate complex technical concepts to both technical and non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a track record of investigating root causes, making sound decisions with incomplete information, and developing scalable solutions to complex challenges.

Preferred Qualifications:

• Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
• Industry Knowledge: Experience designing and demonstrating omnichannel contact center solutions, including voice, chat, messaging, AI-driven automation, agent assistance, Workforce Engagement Management, including workforce and quality management, and contact center reporting and analytics tools.
• Customer Engagement: Experience delivering technical demonstrations, supporting customer discussions, and responding to detailed technical questions during customer or prospect engagements.
• Agile Methodologies: Experience working within Agile and DevOps frameworks, including source control, CI/CD, infrastructure as code, automated testing, and repeatable deployment practices.