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- Tasks: Design and implement innovative contact centre solutions using Zendesk, Amazon Connect, and AWS.
- Company: Join Zendesk, a leader in customer experience technology with a collaborative culture.
- Benefits: Enjoy competitive salary, professional growth opportunities, and a flexible remote work environment.
- Why this job: Lead transformational projects and make a real impact in customer service innovation.
- Qualifications: 10+ years in solution architecture with expertise in contact centre technologies.
- Other info: Be part of a diverse team committed to inclusion and community engagement.
The predicted salary is between 48000 - 72000 £ per year.
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 Administration.
- Experience: 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.
- Technical 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. Experience or exposure to Python and/or NodeJS is a plus.
- Leadership 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 tools.
- Agile 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.
Senior Platform Architect – Contact Center Technologies in London employer: Zendesk Group
Contact Detail:
Zendesk Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Platform Architect – Contact Center Technologies in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Zendesk or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by diving deep into the technologies mentioned in the job description. Brush up on your knowledge of Zendesk, Amazon Connect, and AWS. Show us you’re not just familiar but passionate about these platforms!
✨Tip Number 3
Don’t underestimate the power of a follow-up! After an interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Check out our website for more opportunities! We often post roles that might not be advertised elsewhere. Plus, applying directly through our site can give you a better chance of being noticed.
We think you need these skills to ace Senior Platform Architect – Contact Center Technologies in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Platform Architect role. Highlight your experience with contact center technologies like Zendesk and Amazon Connect, and don’t forget to showcase your technical expertise in AWS.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer experience solutions and how your background aligns with our mission at StudySmarter. Keep it engaging and personal!
Showcase Your Leadership Skills: Since this role involves leading teams and driving technical strategy, make sure to highlight your leadership experiences. Share specific examples of how you've guided teams or projects in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Zendesk Group
✨Know Your Tech Inside Out
Make sure you’re well-versed in the technologies mentioned in the job description, especially Zendesk, Amazon Connect, and AWS. Brush up on your knowledge of their features and how they integrate with each other, as you’ll likely be asked to discuss specific use cases during the interview.
✨Showcase Your Leadership Skills
As a Senior Platform Architect, you’ll need to demonstrate your ability to lead teams and projects. Prepare examples from your past experiences where you’ve successfully guided teams through complex challenges or implemented innovative solutions. This will show that you can take charge and drive results.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and technical expertise. Think about potential challenges in contact centre technologies and how you would address them. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Engage with the Interviewers
Don’t just wait for questions; engage with your interviewers by asking insightful questions about their current projects or challenges. This shows your genuine interest in the role and helps you gauge if the company culture aligns with your values.
