Cloud Solution Architect – AWS

Plan and govern integration strategies for cloud contact center solutions like Amazon Connect with backend systems

Enforce cloud security measures focusing on encryption, audit logging, GDPR/CCPA/FedRAMP compliance, and the principle of least privilege via IAM

Define and implement Infrastructure as Code (IaC) using Terraform and AWS CloudFormation to automate provisioning and configuration

Lead development and maintenance of reusable IaC modules and best practices for scalability, security, and compliance

Collaborate with DevOps teams to integrate IaC pipelines into CI/CD workflows for repeatable and auditable deployments

Review and enforce standards related to IaC code quality, security policies, and version control

Collaborate with cross-functional teams to translate business needs into secure, scalable cloud and data solutions

Evaluate emerging AWS cloud technologies to improve architecture and operational efficiency

Produce architecture documentation including design decisions, tradeoffs, and security controls

Communicate complex technical concepts effectively to technical and non-technical stakeholders

10+ years of professional experience in cloud architecture with deep AWS expertise

Relevant AWS certifications (Solutions Architect (Mandatory), Security Specialty(nice to have))

Proven experience designing identity management and secure access using AWS Cognito, IAM, and federation protocols (SAML, OIDC, OAuth2)

Strong skills in serverless, event-driven architecture with AWS Lambda, API Gateway, SQS, and EventBridge

Knowledge of cloud contact center solutions, ideally Amazon Connect, including integration strategies

Expertise in cloud security and compliance frameworks, encryption, data governance, and auditability

Hands-on experience with Terraform and CloudFormation for Infrastructure as Code at scale

Proven ability to implement and govern CI/CD pipelines involving IaC deployments and automated testing

Excellent communication, leadership, and collaboration capabilities

Familiarity with DevOps principles and tooling

Knowledge of customer experience, contact center, or identity platforms

Nice to have: Experience designing & integrating AI/ML solutions for customer support/service automation using AWS SageMaker, Comprehend, or Lex

Nice to have: Familiarity with the Zendesk ecosystem and integration patterns around customer experience platforms

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Zendesk 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.

Zendesk 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.

As 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.

Zendesk 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 .

Zendesk 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 peopleandplaces@zendesk.com with your specific accommodation request.