Position Overview
As a Senior Platform Architect, you will serve as the technical strategist helping our largest enterprise customers and prospects unlock the full potential of the AI-powered Zendesk Resolution Platform. You will design and architect next-generation service solutions that drive measurable business outcomes, transforming traditional support centers into highly efficient, Autonomous Service Workforces.
Simultaneously, you will act as a critical technical advisor to our enterprise sales organization, providing best practices and technical architecture guidance, driving POC’s and helping secure the technical win to exceed new bookings, expansion, and customer retention targets.
Main Responsibilities
Strategic Value & Executive Advisory * Executive Technical Value: Partner with sales engineers, account executives and business consultants to drive strategic discussions, effectively communicating complex technical architecture and solutioning along with the business value of AI to C-suite and director-level executives. * ARR & Pipeline Impact: Serve as a high-impact technical overlay resource, driving ARR through automated resolutions by conducting strategic technical discovery, scoping, and successfully managing complex Proof of Concepts (POCs) for key expansion and cross-sell opportunities. * Positioning Zendesk Headless: You would be responsible to demonstrate the power of Zendesk headless technology and help customers embed Zendesk deep into their workflows inside and outside of the core platform via MCP and A2A technology.
AI & Platform Architecture * Autonomous Service Deployment: Master and deploy the Zendesk Agent Builder and Action Builder to architect multi-step, agentic workflows, helping customers reach and exceed an 80% automated resolution target. * Ecosystem Integration & Connectivity: Architect modern integrations connecting the Zendesk platform to external AI platforms and enterprise applications. Design these connections utilizing the Zendesk MCP (Model Context Protocol) Server, comprehensive APIs, and advanced Integration Platforms as a Service (iPaaS), while applying scalable enterprise integration patterns. * Knowledge & Memory Engineering: Leverage Zendesk's Context Graph (operational memory layer) and Knowledge Graph connectors to integrate unstructured, federated enterprise data sources (e.g., SharePoint, Confluence, Google Drive) into the customer’s AI ecosystem without data migration.
Cross-Functional Leadership & Delivery * The "Road to 80%" Methodology: Lead the critical technical hand-off between pre-sales and post-sales implementation teams, ensuring long-term AI deployment success, continuous quality assurance via AI Quality Scores, and ongoing expansion. * Subject Matter Expert (SME): Act as the organizational authority on Zendesk platform security, planetary scalability, custom data models, and Zendesk Copilot implementations. * Product Liaison: Partner directly with Product Engineering, Product Marketing teams to serve as a feedback loop, directly shaping the future roadmap of the Zendesk AI architecture.
Company Overview
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.
Core Experience & Business Acumen
- Solutions Architecture & Consulting: 8+ years of experience in enterprise system/solution architecture, technical presales, or professional IT consulting services.
- AI & Large Language Model (LLM) Literacy: Exposure to or hands-on experience with experience architecting and deploying generative AI solutions, prompt engineering, Retrieval-Augmented Generation (RAG) frameworks, and Agentic AI reasoning systems.
- Modern API & Integration Proficiency: Advanced expertise with RESTful APIs, JSON implementations, web services, database design, data modeling, and Model Context Protocol (MCP) configurations.
Infrastructure & Security
- Cloud Ecosystems & iPaaS: Deep familiarity with cloud environments (AWS, Azure, GCP) and experience orchestrating enterprise-wide data utilizing iPaaS applications.
- Enterprise Security & Compliance: Comprehensive knowledge of Single Sign-On (SSO) configurations, OAuth, advanced data privacy frameworks, and token-based AI authentication capabilities.
- Technical Web Stack: Solid understanding of frontend and scripting capabilities (HTML, CSS, JavaScript) and modern SaaS application development architectures.
Soft Skills & Leadership
- Exceptional Communication: Proven track record of influencing senior stakeholders, distilling highly technical AI concepts into business outcomes, and delivering flawless technical presentations both onsite and remotely.
- Thriving in Fast-Paced Environments: Ability to prioritize multiple complex, concurrent transformation accounts while maintaining a proactive, can-do attitude.
Desirable Qualifications
- Enterprise Software Implementation: Previous experience managing large-scale implementations of enterprise class Customer Service software or ITSM platforms.
- Advanced Analytics & Business Intelligence: Experience utilizing advanced diagnostic analytics systems for root-cause and trend analysis.
- Modern Frontend Frameworks: Familiarity with modern JavaScript frameworks such as React, Vue, or Node.js to assist in custom app development.
- Practical experience using AI-augmented tooling (e.g., Claude Code, Cursor) to enhance daily productivity, scale technical output, and model AI best practices.
- Strong sales acumen and prior experience in a technical pre-sales or solutions architecture role within an enterprise SaaS or CX environment. Experience with platforms such as Salesforce Service Cloud, ServiceNow, Intercom Fin, or Freshworks is highly desirable.
