Zendesk—Senior Demo Platform Architect

Job description

Description: Job Description Senior Demo Platform Architect – Contact Center and Customer Experience Position Overview: We are seeking a seasoned Senior Demo Platform Engineer with deep expertise in contact center technologies and CX suites, preferably Zendesk, Amazon Connect, and AWS. This role will own the development, maintenance, and continuous improvement of shared demo environments and reusable customer service use cases. The ideal candidate will combine hands-on technical expertise, strong operational ownership, and independent decision-making to ensure demo environments remain reliable, current, scalable, and ready to support both internal teams and occasional customer-facing engagements. Core Daily Activities - Own and Optimize Demo Environments – Maintain reliable, scalable, secure, and high-quality shared demo environments leveraging Amazon Connect, AWS, and Zendesk. - Develop New Demo Use Cases – Design and build compelling, reusable demonstrations that showcase contact center, customer experience, AI, automation, analytics, and integration capabilities. - Support Custom Demo Requests – Partner with presales specialists and architects to develop opportunity-specific configurations, integrations, workflows, and demonstrations. - Maintain Product and Release Readiness – Track Zendesk, Amazon Connect, AWS, and related technology releases and incorporate relevant capabilities into the demo portfolio. - Drive Automation and Standardization – Develop reusable components, templates, deployment processes, and automation to improve the speed and consistency of demo delivery. - Ensure Security, Governance, and Best Practices – Maintain appropriate access controls, data standards, platform governance, cost management, and technical quality across demo environments. - Support Customer-Facing Activities – Occasionally participate in customer demonstrations, proof of concepts (PoCs), technical discussions, and presentations for prospects and clients. - Develop Technical Documentation and Demo Collateral – Create technical guides, setup instructions, troubleshooting documentation, architecture diagrams, demo scripts, and internal enablement materials. - Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to remain aligned with product capabilities, best practices, and technology advancements. Key Responsibilities: - Demo Platform Ownership: Define and execute the technical vision for shared demo environments, proactively identifying improvements, resolving issues, and ensuring environments remain available and ready for use. - Demo Design and Development: Build compelling end-to-end contact center demonstrations leveraging Zendesk, Amazon Connect, and AWS services to showcase customer experience, agent productivity, AI, automation, and operational performance. - Integration Management: Design and maintain integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to support realistic workflows, consistent data, and reusable demo scenarios. - Custom Demo Support: Work with presales specialists and architects to understand opportunity requirements and deliver tailored demonstrations while identifying opportunities to create reusable assets for the wider team. - Technical Oversight: Establish and maintain high standards for demo architecture, configuration, testing, security, documentation, reliability, and overall presentation quality. - Stakeholder Collaboration: Engage with internal teams, business leaders, product specialists, engineering teams, customers, and external partners to gather requirements, propose solutions, communicate tradeoffs, and deliver effective demonstrations. - Innovation and Best Practices: Stay ahead of product releases, industry trends, and emerging technologies in contact center platforms, AI, and automation, applying them to continuously improve the demo portfolio. - Independent Execution: Establish priorities, manage multiple concurrent requests, make informed decisions, and deliver outcomes without requiring detailed day-to-day direction. - Governance: Establish and enforce governance frameworks for security, access control, data management, cost optimization, platform reliability, and lifecycle management of demo environments. Qualifications: - Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or Business Administration - or equivalent experience. - Experience: Minimum of 8–10 years in solution engineering, platform engineering, solution architecture, software development, or a related technical field, with at least 5 years of experience in contact center technologies, including Amazon Connect and CRM/CX technologies, preferably Zendesk. - Technical Expertise: Strong proficiency in designing, implementing, and supporting scalable solutions using a CRM/CX platform, Amazon Connect, AWS Lambda, Amazon AI Agents (Bedrock), Amazon Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS. - Demo Development: Demonstrated experience creating technical demonstrations, reusable use cases, prototypes, proof of concepts, or reference implementations that translate technical capabilities into compelling business scenarios. - Platform Management: Experience maintaining shared technical environments, managing releases and configuration changes, troubleshooting complex issues, and proactively improving platform availability and reliability. - Leadership Skills: Demonstrated ability to operate with ownership, take initiative, work independently, influence cross-functional teams, and manage multiple projects in a fast-paced and globally distributed environment. - Communication: Excellent verbal and written communication skills, with the ability to document technical solutions, collaborate across time zones, and articulate complex technical concepts to both technical and non-technical stakeholders. - Problem-Solving: Strong analytical and problem-solving skills, with a track record of investigating root causes, making sound decisions with incomplete information, and developing scalable solutions to complex challenges. Preferred Qualifications: - Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms. - Industry Knowledge: Experience designing and demonstrating omnichannel contact center solutions, including voice, chat, messaging, AI-driven automation, agent assistance, Workforce Engagement Management, including workforce and quality management, and contact center reporting and analytics tools. - Customer Engagement: Experience delivering technical demonstrations, supporting customer discussions, and responding to detailed technical questions during customer or prospect engagements. - Agile Methodologies: Experience working within Agile and DevOps frameworks, including source control, CI/CD, infrastructure as code, automated testing, and repeatable deployment practices. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. The intelligent heart of customer experience 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. 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.