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About the Role

Zendesk is seeking a technically credible leader to build and lead a global contact center solutions architecture team focused on customer experience, cloud contact centres, and AI. This hands-on management role involves growing a distributed team, shaping technical strategy, and engaging directly with enterprise customers and industry leaders to solve complex contact-centre challenges.

Responsibilities

Lead and grow a global team: Manage, coach, and develop a distributed team of solutions architects, setting clear expectations, supporting career growth, building leadership capability, and planning hiring, workload, and regional coverage.
Set technical direction: Guide architecture for solutions spanning AWS, Amazon Connect, Zendesk, enterprise systems, and AI services, setting practical standards for security, reliability, integration, and maintainability.
Stay hands-on: Engage directly in important customer opportunities, complex technical decisions, prototypes, demonstrations, and proofs of concept, helping the team turn technical designs into credible, supportable solutions.
Lead customer engagements: Guide technical discovery and solution design with customer executives, business leaders, and technical teams, clearly explaining architecture, trade-offs, risks, and business value.
Represent the team externally: Present and represent the contact-centre team in executive meetings, customer engagements, industry events, and briefings with industry analysts.
Collaborate across Zendesk: Work with Sales, Product, Engineering, Customer Success, Services, Partner and Marketing to align customer needs, solution scope, product feedback, and implementation readiness.
Build strong partner relationships: Develop technical and leadership relationships with AWS and other strategic partners, and coordinate joint priorities and customer engagements.
Improve how the team operates: Prioritise work against customer and business needs, create reusable architectures and demonstrations, and share field insights and resource needs with senior leadership.

Requirements

A strong record of leading, coaching, and developing technical teams, ideally across multiple regions and time zones.
Deep hands-on experience with AWS and Amazon Connect.
Substantial contact-centre or CCaaS knowledge, including contact-centre operations, customer-service workflows, and cloud contact-centre architecture.
Experience in enterprise solutions architecture, technical presales, or a comparable customer-facing technical leadership role.
The technical judgment to guide complex integrations and architectures across cloud services, APIs, and enterprise platforms.
Executive presence and the ability to build trust with C-level stakeholders, customers, partners, analysts, and technical teams.
A practical, hands-on leadership style: able to set direction, develop others, and personally contribute to critical customer and technical work.
Strong communication and commercial judgment, with the ability to make sound decisions across teams and through ambiguity.
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.
Experience leading globally distributed teams across regions and time zones.
Experience migrating legacy contact-centre platforms to the cloud and designing voice and omnichannel workflows.
Familiarity with integration technologies such as 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.

Skills

AWS
Amazon Connect
Contact Centre Architecture
Cloud Contact Centres
AI Services
Enterprise Systems
Security
Reliability
Integration
Maintainability
Customer Engagements
Solution Design
Technical Discovery
Executive Presentations
Partner Management
CCaaS
Customer Service Workflows
Enterprise Solutions Architecture
Technical Presales
Cloud Services
APIs
Enterprise Platforms
Communication
Commercial Judgment
CRM
Telephony
Workforce Management
SIP
WebRTC
Event-Driven Architecture
Contact Centre AI
Automation
Analytics
Workforce Management Capabilities
Coding
Scripting

Location

Work Type

Hybrid
Remote

Experience Level

Director
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

Education Level

Bachelor's degree or equivalent practical experience
AWS Solutions Architect certification, Amazon Connect certification, or relevant Amazon Connect training or badges

Salary/Compensations

US annualized OTE (On Target Earnings) range for this position is $317,000.00-$475,000.00 with a pay mix of 70/30 (base/commission)

Benefits

Eligible for bonus, benefits, or related incentives

About the Company

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Equal Opportunity

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.