Platform Architect

Senior Platform Architect - Contact Center Technologies page is loaded Senior Platform Architect - Contact Center Technologies Postuler remote type Fully Flexible locations Remote, United Kingdom time type Full time posted on Publié il y a plus de 30jours job requisition id R30936 Job DescriptionJob Title:Senior Platform Architect - Contact Center Technologies (Zendesk, Amazon Connect, AWS) About Us: Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency. Position Overview: 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. Core Daily Activities 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.Provide Technical Leadership and Mentorship - Guide other presales specialists with best practices in solution design for CCaaS.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.Key Responsibilities: Strategic Leadership: Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices.Solution Design: Lead the design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services to enhance customer experience and operational performance.Integration Management: Architect seamless integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization.Technical Oversight: Guide pre-sales specialists, ensuring

adherence to architectural best practices, security standards, and high-quality solution delivery.Stakeholder Collaboration: Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive consensus on architectural decisions.Innovation and Best Practices: Stay ahead of industry trends and emerging technologies in contact center platforms, advocating for continuous improvement and innovation.Governance: Establish and enforce governance frameworks for security, compliance, and optimal performance of customer service solutions.Qualifications: Education: Bachelor's or Master's degree in Computer Science, Information Technology, or Business AdministrationExperience: 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 ZendeskTechnical Expertise: 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. We will rank you higher if you have experience or exposure to Python and/or NodeJSLeadership Skills: Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment.Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.Problem-Solving: Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges.Preferred Qualifications: Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.Industry Knowledge: 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 toolsAgile Methodologies: Experience working within Agile and DevOps frameworks.What We Offer: 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.Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more, A huge Fund Management organisation are looking for an experienced Solution Architect on a Permanent basis. The successful candidate will work in London 1 - 2 days per week, very attractive base salary and a package that includes 10% employer pension contribution/ private..., £128,600

TJX Companies At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you're working in our four global Home...

D365 CE Contact Centre Consultant

Amtis Professional Ltd £90,000

about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information, Job Description Customer Experience & Contact Platform Architect - Manager London / Manchester / Edinburgh CL7 Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and..., Customer Experience & Contact Platform Architect - Manager London / Manchester / Edinburgh CL7 Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital..., Job Description We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and..., Customer Experience & Contact Platform Architect - ManagerLondon / Manchester / EdinburghCL7Accenture is a leading global professional services company, providing a broad range of services in customer, strategy and consulting, technology and operations, with digital..., We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.HCLTech is a...