Senior Demo Platform Architect – Contact Center and Customer Experience – Demo Platform Architect

Job Description

Senior Demo Platform Architect | Zendesk

The Tone:
This is a full-time hybrid role at Zendesk, located in Karnataka or Maharashtra, India. Zendesk develops software designed to bring a sense of calm to the world of customer service, powering billions of conversations with well-known brands. This role is crucial for owning the development and maintenance of shared demo environments, ensuring they remain reliable, current, and scalable to effectively showcase Zendesk’s contact center and customer experience solutions.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Karnataka or Maharashtra, India
• Mission: Own the development, maintenance, and continuous improvement of shared demo environments and reusable customer service use cases.
• Tech Stack: Zendesk, Amazon Connect, AWS Lambda, Amazon AI Agents (Bedrock), Amazon Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch, Python, NodeJS

What You’ll Actually Do
• Demo Environment Ownership: Maintain reliable, scalable, secure, and high-quality shared demo environments leveraging Amazon Connect, AWS, and Zendesk.
• New Demo Use Cases: Design and build compelling, reusable demonstrations that showcase contact center, customer experience, AI, automation, analytics, and integration capabilities.
• Custom Demo Support: Partner with presales specialists and architects to develop opportunity-specific configurations, integrations, workflows, and demonstrations.
• Product Readiness: Track Zendesk, Amazon Connect, AWS, and related technology releases, incorporating relevant capabilities into the demo portfolio and driving automation.
• Technical Governance: Establish and enforce governance frameworks for security, access control, data management, cost optimization, and platform reliability across demo environments.

The Must-Haves
• Background: Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or Business Administration, or equivalent experience; Senior-level experience in solution engineering, platform engineering, solution architecture, or software development.
• Experience: Minimum of 8–10 years in a technical field, with at least 5 years of experience in contact center technologies, including Amazon Connect and CRM/CX technologies, preferably Zendesk.
• Skills: Strong proficiency in designing, implementing, and supporting scalable solutions using a CRM/CX platform, Amazon Connect, and AWS services (Lambda, AI Agents, Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch); Demonstrated experience creating technical demonstrations, reusable use cases, or prototypes that translate capabilities into business scenarios; Experience maintaining shared technical environments, managing releases, and troubleshooting complex issues; Excellent verbal and written communication with the ability to articulate complex technical concepts.
• Bonus: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials; Experience designing and demonstrating omnichannel contact center solutions, including AI-driven automation and contact center reporting; Experience working within Agile and DevOps frameworks, including source control and CI/CD.