This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Platform Architect based in Canada.
This role sits at the intersection of contact center architecture, solution engineering, and pre-sales technical consulting, focused on designing and demonstrating scalable customer experience platforms. You will work closely with sales teams and enterprise prospects to translate complex operational needs into practical, real-world solutions using leading CX and cloud technologies. The position emphasizes hands-on expertise with contact center platforms, combining deep configuration knowledge with the ability to design compelling solution architectures. You will play a key role in building proof-of-concepts, running technical discovery sessions, and showcasing how integrated systems improve customer engagement and operational efficiency. This is a highly collaborative role where technical credibility, communication skills, and solution creativity directly influence deal success. You will also help shape best practices and stay ahead of evolving trends in AI-driven customer experience technologies.
Accountabilities:
- Lead technical discovery sessions with prospects to understand business requirements and translate them into practical contact center solutions.
- Design and architect scalable CX solutions using platforms such as Zendesk, Amazon Connect, and AWS services.
- Build and configure proof-of-concepts and sandbox environments to demonstrate real-world workflows and integration capabilities.
- Develop technical documentation, solution diagrams, and sales collateral to support pre-sales engagements.
- Partner with sales teams to remove technical blockers, validate solution fit, and strengthen customer trust during the sales cycle.
- Ensure solution designs align with security, compliance, governance, and operational best practices.
- Present integration architectures clearly to both technical and non-technical stakeholders.
- Stay current on AI, automation, and contact center innovation trends and incorporate them into solution design discussions.
- Collaborate with ecosystem partners to maintain alignment on platform capabilities and best practices.
Requirements:
- 5–7 years of hands-on experience in contact center administration, operations, configuration, or systems design.
- 2–3+ years of direct experience with Amazon Connect and/or Zendesk or similar CX platforms.
- Strong practical expertise in contact center configuration, including IVRs, routing, user management, and workflow design.
- Hands-on experience with AWS services such as Lambda, Lex, IAM, DynamoDB, S3, and API Gateway.
- Familiarity with scripting or development using Python and/or NodeJS is highly valued.
- Proven ability to operate in pre-sales or client-facing technical environments, including demos and solution presentations.
- Strong communication skills with the ability to explain complex architectures to diverse stakeholders.
- Excellent problem-solving skills grounded in real-world contact center operations.
- Experience with Agile or DevOps environments is a plus.
- Relevant certifications (Zendesk, AWS Solutions Architect, or similar) are considered an asset.
Benefits:
- Competitive compensation package including base salary, performance bonus, and commission eligibility (where applicable).
- Remote-first flexibility with hybrid collaboration opportunities.
- Comprehensive health, dental, and wellness benefits.
- Opportunity to work with leading CX and cloud platforms at enterprise scale.
- Exposure to cutting-edge AI, automation, and contact center innovation projects.
- Collaborative, cross-functional environment spanning sales, engineering, and partner ecosystems.
- Professional growth opportunities through certifications, training, and hands-on solution design experience.
- Inclusive workplace culture focused on diversity, equity, and belonging.