Senior Demo Platform Architect

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.

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,