{"id":2768466,"url":"https://alion.io/job/zendesk-director-platform-architecture","title":"Director, Platform Architecture","company":{"id":369,"name":"Zendesk","domain":"zendesk.com","url":"https://alion.io/company/zendesk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":29,"ghost_share":0,"stale_share":0.586,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States","Washington, United States","Madison, United States","San Francisco, United States","New York, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":317000,"max":475000,"currency":"USD","period":"year","gross":null,"usd_annual":475000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"WebRTC","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T21:24:51Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Description\nDirector, Contact Center Platform Architecture\nAt Zendesk, we’re on a mission to power exceptional service for every person on the planet. We’re looking for a technically credible leader to build and lead our global contact center, center of excellence solutions architecture team focused on customer experience, cloud contact centres, and AI.\nThis is a hands-on management role. You’ll grow a globally distributed team while shaping technical strategy and engaging directly with enterprise customers, senior executives, and the wider industry. You’ll help customers solve complex contact-centre challenges and bring teams across Zendesk and our partner ecosystem together to deliver practical, trusted solutions.\nWhat you’ll be doing\nLead and grow a global team: Manage, coach, and develop a distributed team of solutions architects. Set clear expectations, support career growth, build leadership capability, and plan hiring, workload, and regional coverage.\nSet technical direction: Guide architecture for solutions spanning AWS, Amazon Connect, Zendesk, enterprise systems, and AI services. Set practical standards for security, reliability, integration, and maintainability.\nStay hands-on: Engage directly in important customer opportunities, complex technical decisions, prototypes, demonstrations, and proofs of concept. Help the team turn technical designs into credible, supportable solutions.\nLead customer engagements: Guide technical discovery and solution design with customer executives, business leaders, and technical teams. Explain architecture, trade-offs, risks, and business value clearly.\nRepresent the team externally: Present and represent the contact-centre team in executive meetings, customer engagements, industry events, and briefings with industry analysts.\nCollaborate across Zendesk: Work with Sales, Product, Engineering, Customer Success, Services, Partner and Marketing to align customer needs, solution scope, product feedback, and implementation readiness.\nBuild strong partner relationships: Develop technical and leadership relationships with AWS and other strategic partners, and coordinate joint priorities and customer engagements.\nImprove 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.\nWhat you bring to the role\nA strong record of leading, coaching, and developing technical teams, ideally across multiple regions and time zones.\nDeep hands-on experience with AWS and Amazon Connect.\nSubstantial contact-centre or CCaaS knowledge, including contact-centre operations, customer-service workflows, and cloud contact-centre architecture.\nExperience in enterprise solutions architecture, technical presales, or a comparable customer-facing technical leadership role.\nThe technical judgment to guide complex integrations and architectures across cloud services, APIs, and enterprise platforms.\nExecutive presence and the ability to build trust with C-level stakeholders, customers, partners, analysts, and technical teams.\nA practical, hands-on leadership style: able to set direction, develop others, and personally contribute to critical customer and technical work.\nStrong communication and commercial judgment, with the ability to make sound decisions across teams and through ambiguity.\nBasic Qualifications\n10+ years of experience in solutions architecture, technical presales, sales engineering, or enterprise technical consulting.\n5+ years of experience managing and developing technical, customer-facing professionals.\n5+ years of experience in contact-centre technologies, including Amazon Connect, CCaaS platforms, or contact-centre integrations.\nDemonstrated hands-on AWS and Amazon Connect experience.\nExperience designing enterprise contact-centre solutions and integrations across CRM, telephony, workforce management, APIs, and cloud services.\nExperience leading complex customer engagements and presenting technical recommendations to senior or C-level audiences.\nBachelor’s degree or equivalent practical experience.\nPreferred Qualifications\nExperience leading globally distributed teams across regions and time zones.\nAWS Solutions Architect certification, Amazon Connect certification, or relevant Amazon Connect training or badges.\nExperience migrating legacy contact-centre platforms to the cloud and designing voice and omnichannel workflows.\nFamiliarity with integration technologies such as SIP, WebRTC, APIs, and event-driven architecture.\nExperience with contact-centre AI, automation, analytics, or workforce-management capabilities.\nCoding or scripting experience for prototypes and technical validation.\nExperience speaking at industry events, briefing analysts, or representing a technical organisation publicly.\nThe intelligent heart of customer experience\nZendesk 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.\nThe 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). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experience\nZendesk 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.\nZendesk 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.\nAs 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.\nZendesk 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.\nZendesk 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  with your specific accommodation request.","description_format":"text","description_chars":7677,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-17T05:08:41Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":475000,"is_top_pay":true},"html_url":"https://alion.io/job/zendesk-director-platform-architecture","json_url":"https://alion.io/job/zendesk-director-platform-architecture.json","meta":{"generated_at":"2026-10-18T05:04:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7710,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":369},"rest":"https://alion.io/mcp/rest/get_company?id=369"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzendesk-director-platform-architecture"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzendesk-director-platform-architecture"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzendesk-director-platform-architecture"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zendesk-director-platform-architecture\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzendesk-director-platform-architecture"}]}