Platform Architect

Zendesk

Platform Architect designing robust customer service solutions leveraging Zendesk and AWS technologies. Collaborating with sales and technical teams to create impactful pre-sales demonstrations and solutions.

Posted 7/2/2026full-timeRemote • North Carolina, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $168,000 - $252,000 per yearWebsite

Tech Stack

Tools & technologies

AWSDynamoDBNode.jsPython

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

Remote work options
Professional development opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Contact Center Technology AdministrationOperational DesignSystems ConfigurationAWS LambdaAmazon LexIAMDynamoDBS3API GatewayPython Scripting

Soft Skills

Excellent Communication SkillsStrong Troubleshooting SkillsAnalytical Skills