Senior Demo Platform Architect

Overview

Own the development, maintenance, and continuous improvement of shared demo environments and reusable customer service use cases for contact center and customer experience technologies. Ensure demo environments are reliable, current, scalable, secure, and ready for internal teams and occasional customer-facing engagements.

What you'll do

• Maintain reliable, scalable, secure, and high-quality shared demo environments leveraging Amazon Connect, AWS, and Zendesk.
• Design and build reusable demonstrations showcasing contact center, customer experience, AI, automation, analytics, and integration capabilities.
• Develop opportunity-specific configurations, integrations, workflows, and demonstrations with presales specialists and architects.
• Track Zendesk, Amazon Connect, AWS, and related technology releases and incorporate relevant capabilities into the demo portfolio.
• Develop reusable components, templates, deployment processes, and automation to improve the speed and consistency of demo delivery.
• Maintain access controls, data standards, platform governance, cost management, and technical quality across demo environments.
• Participate occasionally in customer demonstrations, proof of concepts, technical discussions, and presentations for prospects and clients.
• Create technical guides, setup instructions, troubleshooting documentation, architecture diagrams, demo scripts, and internal enablement materials.
• Work with AWS, Zendesk, and other partners to remain aligned with product capabilities, best practices, and technology advancements.
• Define and execute the technical vision for shared demo environments, proactively identifying improvements, resolving issues, and ensuring environments remain available and ready for use.
• Build end-to-end contact center demonstrations using Zendesk, Amazon Connect, and AWS services to showcase customer experience, agent productivity, AI, automation, and operational performance.
• Design and maintain integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to support realistic workflows, consistent data, and reusable demo scenarios.
• Work with presales specialists and architects to understand opportunity requirements and deliver tailored demonstrations while identifying reusable assets.
• Establish and maintain standards for demo architecture, configuration, testing, security, documentation, reliability, and presentation quality.
• Engage internal teams, business leaders, product specialists, engineering teams, customers, and external partners to gather requirements, propose solutions, communicate tradeoffs, and deliver demonstrations.
• Stay ahead of product releases, industry trends, and emerging technologies in contact center platforms, AI, and automation, applying them to improve the demo portfolio.
• Establish priorities, manage multiple concurrent requests, make informed decisions, and deliver outcomes without detailed day-to-day direction.
• Establish and enforce governance frameworks for security, access control, data management, cost optimization, platform reliability, and lifecycle management of demo environments.

What you'll need

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or Business Administration, or equivalent experience.
• Minimum of 8–10 years in solution engineering, platform engineering, solution architecture, software development, or a related technical field.
• At least 5 years of experience in contact center technologies, including Amazon Connect and CRM/CX technologies.
• Strong proficiency designing, implementing, and supporting scalable solutions using a CRM/CX platform.
• Strong proficiency with Amazon Connect, AWS Lambda, Amazon AI Agents (Bedrock), Amazon Lex, IAM, DynamoDB, S3, API Gateway, CloudWatch, and other AWS services.
• Demonstrated experience creating technical demonstrations, reusable use cases, prototypes, proof of concepts, or reference implementations that translate technical capabilities into business scenarios.
• Experience maintaining shared technical environments, managing releases and configuration changes, troubleshooting complex issues, and proactively improving platform availability and reliability.
• 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.
• Excellent verbal and written communication skills, with the ability to document technical solutions, collaborate across time zones, and articulate complex technical concepts to technical and non-technical stakeholders.
• 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.

Nice to have

• Experience with Zendesk.
• Experience or exposure to Python and/or NodeJS.
• Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
• 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.
• Experience delivering technical demonstrations, supporting customer discussions, and responding to detailed technical questions during customer or prospect engagements.
• Experience working within Agile and DevOps frameworks, including source control, CI/CD, infrastructure as code, automated testing, and repeatable deployment practices.

Details

• Location: Pune, India.
• Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra.