Director – Platform Architecture

Zendesk

. Lead, manage, coach, and develop a globally distributed team of solutions architects .

Posted 10/16/2026full-timeUnited StatesLead💰 $317,000 - $475,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive expertise in solutions architecture and technical presales, with a strong focus on AWS and Amazon Connect technologies. Proven ability to lead and develop globally distributed teams while engaging with senior executives and delivering complex technical solutions.

Highest-signal resume keywords

Solutions ArchitectureAWS ExperienceAmazon Connect ExpertiseTechnical LeadershipContact-Centre Technologies

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

Solutions ArchitectureTechnical PresalesAWSAmazon ConnectContact-Centre IntegrationsEnterprise Solution DesignAPIsCloud ServicesSIPWebRTC

Soft Skills

Team LeadershipCustomer EngagementPresentation SkillsCollaborationCoaching

Tools & Technologies

ZendeskCCaaS PlatformsWorkforce ManagementAutomationAnalytics

Certifications & Qualifications

AWS Solutions Architect CertificationAmazon Connect Certification

Industry Keywords

Contact-Centre TechnologiesOmnichannel WorkflowsTechnical ConsultingLegacy Platform MigrationEvent-Driven Architecture

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Lead, manage, coach, and develop a globally distributed team of solutions architects
Set technical direction for solutions spanning AWS, Amazon Connect, Zendesk, enterprise systems, and AI services
Establish standards for security, reliability, integration, and maintainability
Engage directly in customer opportunities, complex technical decisions, prototypes, demonstrations, and proofs of concept
Lead technical discovery and solution design with customer executives, business leaders, and technical teams
Present architecture, trade-offs, risks, and business value
Represent the contact-centre team in executive meetings, customer engagements, industry events, and analyst briefings
Collaborate with Sales, Product, Engineering, Customer Success, Services, Partners, and Marketing
Develop technical and leadership relationships with AWS and other strategic partners
Prioritise work, create reusable architectures and demonstrations, and share field insights and resource needs with senior leadership

Requirements

What you’ll need

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
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 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

Benefits

Comp & perks

Bonus, benefits, or related incentives may be available
Hybrid working with flexibility to work remotely for part of the week
Opportunities to connect, collaborate, and learn in Zendesk offices
Reasonable accommodations for applicants with disabilities and disabled veterans