Job Description

Platform Architect

Position Overview

As a Platform Architect, you will provide technical support to help our top 3,000 customers and prospects unlock the full potential of our AI-powered CX platform to drive measurable business outcomes. Simultaneously, you will empower our sales organization to exceed their sales and customer retention targets through best practices and technical guidance.

Main Responsibilities

• This position requires both technical expertise and strong business acumen. You will engage with technical audiences while also effectively communicating the technical value proposition to C-suite and director-level executives, working alongside business consultants to drive strategic discussions.
• Your responsibilities will include conducting technical discovery, designing solutions, developing proof-of-concept demonstrations, and providing thought leadership to guide and mitigate challenges for our most complex transformation accounts. A key focus will be leveraging artificial intelligence to assist customers in automating and streamlining workflows, mastering the Actions and Procedures platform to achieve an automation target of 80%.
• Additionally, you will be responsible for achieving individual-level annual recurring revenue (ARR) impact as an overlay resource, contributing to new bookings, expansion, and cross-sell opportunities within accounts. Travel within the region will be required to support in-person sessions, workshops, and external events, fostering deep technical knowledge and understanding of the technology among stakeholders.
• You will be responsible for the hand-off between pre-sales and our post-sales implementation team, focused on the Road to 80% Automation methodology, to drive AI deployment success and expansion opportunities.
• As a subject matter expert (SME), you will contribute expertise in specific areas of the Zendesk platform, such as security, scalability, and extending the custom data model. You will also collaborate closely with Solution Architects within the Professional Services team to assist in project scoping, deployment strategy, and the seamless handoff of technical documentation.
• Furthermore, in partnership with Product Engineering and Product Marketing, you will serve as a technical liaison between internal teams, playing a pivotal role in shaping the future direction of the Zendesk platform.
  
  

Required Qualifications

• Extensive Experience in solution architecture & Consulting: 8-10+ years of experience in system/solution architecture, consulting services, technical presales, business analysis, customer support, or related fields.
• Deep Technical Expertise: Strong understanding of various software architectures (Web, Enterprise, SaaS, Cloud, Integration) and methodologies, including Agile development.
• API & Integration Proficiency: Hands-on experience with RESTful APIs, JSON implementations, web services, backend integrations, database design, and data modeling.
• Security & SSO Knowledge: Experience with various Single Sign-On (SSO) configurations and authentication capabilities.
• Customer-Centric Mindset: Strong understanding of customer support processes, infrastructure, and how service excellence can drive business transformation.
• Exceptional Communication & Leadership: Outstanding problem-solving, presentation, writing, and interpersonal skills, with the ability to influence senior stakeholders and contribute to product development.
• Consulting & Pre-Sales Experience: Expertise in detailed discovery, value-based solution selling, scoping/managing Proof of Concepts (POCs), and delivering consulting engagements both onsite and remotely.
• Cloud & Integration Expertise: Familiarity with AWS, Azure, Google Cloud, Oracle PaaS, and experience in architecting solutions using Integration Platform as a Service (iPaaS) applications.
• Technical Proficiency in Web & Scripting Technologies: Knowledge of HTML, CSS, JavaScript, and SaaS application development.
• Strong Organizational & Problem-Solving Abilities: Ability to multitask, work in fast-paced environments, and maintain a proactive, can-do attitude with a passion for technology and innovation.
  
  

Desirable Qualifications

• Previous consulting experience implementing enterprise class software solutions.
• In-depth knowledge of Customer Service Software, ITSM, Data Warehousing, Business Intelligence.
• Call Center Experience is Desired (and a huge plus!)
• Familiarity with a frontend programming language/framework (Javascript, React, Vue, JQuery, etc)
  
  

The Intelligent Heart Of Customer Experience

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.

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 [email protected] with your specific accommodation request.