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Senior Platform Architect – Contact Center Technologies
@Zendesk GmbH (Germany)
[Hiring] Senior Platform Architect – Contact Center Technologies @Zendesk GmbH (Germany)
Apr 05, 2025 - Zendesk GmbH (Germany) is hiring a remote Senior Platform Architect – Contact Center Technologies. 💸 Salary: unspecified. 📍Location: Germany.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
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.
- Architect and Optimize Contact Center Solutions – Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk.
- Lead Technical Strategy and Roadmap – Define long-term technology strategies for contact center modernization.
- Co-create our enterprise architecture – Ensure the Zendesk Contact Center platforms integrate with Amazon Connect, Zendesk, and our customer enterprise applications.
- Provide Technical Leadership and Mentorship – Guide other presales specialists with best practices in solution design for CCaaS.
- Collaborate with Business and IT Teams – Engage with stakeholders to understand needs, define requirements, and align technology with business goals.
- Drive Innovation and Emerging Technology Adoption – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant.
- Ensure Security, Compliance, and Best Practices – Maintain governance standards and compliance with industry regulations.
- Support Pre-Sales Activities – Conduct business and technical discovery, solution design, solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients.
- Develop Technical Documentation and Sales Collateral – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams.
- Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to align on best practices and technology advancements.
Qualifications
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration
- Minimum of 10 years in solution architecture, with at least 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk
- Strong proficiency in designing and implementing scalable solutions using Zendesk, Amazon Connect, AWS Lambda, Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services.
- Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges.
Requirements
- Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
- Experience in designing omnichannel contact center solutions, including voice, chat, and AI-driven automation, Workforce Engagement Management (including workforce and quality Management), contact center reporting and analytics tools.
- Experience working within Agile and DevOps frameworks.
Benefits
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and inclusive work environment.
- The chance to lead transformational contact center initiatives leveraging cutting-edge technologies.
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| 📍 | Be aware of the location restriction for this remote position: Germany |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Software Development
Software Development
|
Salary
💸
unspecified
|
Remote
Location
Germany
|
|
Job Type
full-time
|
Posted
Apr 05, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Germany |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Senior Platform Architect – Contact Center Technologies
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