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About the Role
As a Senior Platform Architect, you will be the technical strategist for enterprise customers, designing and architecting AI-powered service solutions to drive business outcomes and transform support centers. You will also advise the enterprise sales organization, guiding technical architecture and securing technical wins.
Responsibilities
- Partner with sales engineers, account executives, and business consultants to drive strategic discussions, communicating complex technical architecture and the business value of AI to C-suite and director-level executives.
- Serve as a high-impact technical overlay resource, driving ARR through automated resolutions by conducting strategic technical discovery, scoping, and managing complex Proof of Concepts (POCs).
- Demonstrate the power of Zendesk headless technology and help customers embed Zendesk deep into their workflows via MCP and A2A technology.
- 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.
- Architect modern integrations connecting the Zendesk platform to external AI platforms and enterprise applications using Zendesk MCP Server, APIs, and iPaaS, applying scalable enterprise integration patterns.
- Leverage Zendesk's Context Graph and Knowledge Graph connectors to integrate unstructured, federated enterprise data sources into the customer’s AI ecosystem without data migration.
- Lead the technical hand-off between pre-sales and post-sales implementation teams, ensuring long-term AI deployment success, continuous quality assurance, and ongoing expansion.
- Act as the organizational authority on Zendesk platform security, planetary scalability, custom data models, and Zendesk Copilot implementations.
- Partner directly with Product Engineering and Product Marketing teams to serve as a feedback loop, shaping the future roadmap of the Zendesk AI architecture.
Requirements
- 8+ years of experience in enterprise system/solution architecture, technical presales, or professional IT consulting services.
- Exposure to or hands-on experience architecting and deploying generative AI solutions, prompt engineering, Retrieval-Augmented Generation (RAG) frameworks, and Agentic AI reasoning systems.
- Advanced expertise with RESTful APIs, JSON implementations, web services, database design, data modeling, and Model Context Protocol (MCP) configurations.
- Deep familiarity with cloud environments (AWS, Azure, GCP) and experience orchestrating enterprise-wide data utilizing iPaaS applications.
- Comprehensive knowledge of Single Sign-On (SSO) configurations, OAuth, advanced data privacy frameworks, and token-based AI authentication capabilities.
- Solid understanding of frontend and scripting capabilities (HTML, CSS, JavaScript) and modern SaaS application development architectures.
- Proven track record of influencing senior stakeholders, distilling highly technical AI concepts into business outcomes, and delivering flawless technical presentations both onsite and remotely.
- Ability to prioritize multiple complex, concurrent transformation accounts while maintaining a proactive, can-do attitude.
- Previous experience managing large-scale implementations of enterprise class Customer Service software or ITSM platforms.
- Experience utilizing advanced diagnostic analytics systems for root-cause and trend analysis.
- 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 previous experience in a technical presales or solutions architecture role within an enterprise SaaS environment.
Skills
- AI
- Generative AI
- Prompt Engineering
- RAG
- Agentic AI
- RESTful APIs
- JSON
- Web Services
- Database Design
- Data Modeling
- MCP
- Cloud Environments (AWS, Azure, GCP)
- iPaaS
- SSO
- OAuth
- Data Privacy
- AI Authentication
- HTML
- CSS
- JavaScript
- SaaS
- Customer Service Software
- ITSM
- Advanced Analytics
- Business Intelligence
- React
- Vue
- Node.js
- AI-augmented tooling
Location
- Remote
- Onsite
Work Type
- Hybrid
Experience Level
- Senior
- 8+ years
About the Company
- 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.
Equal Opportunity
- 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.