Senior Platform Architect

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 technical architecture guidance driving proofs of concept securing technical wins and helping exceed new-bookings expansion and customer-retention targets.

Main Responsibilities

• Executive Technical Value: Partner with sales engineers account executives and business consultants to lead strategic discussions and communicate complex architectures solution designs and 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 Zendesks Headless Capabilities: Demonstrate the value of Zendesks headless capabilities and help customers embed Zendesk into workflows across and beyond the core platform including through MCP and where applicable A2A integrations.

• Autonomous Service Deployment: Design and deploy multi-step agentic workflows using Zendesk Agent Builder and Action Builder 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 using MCP (Model Context Protocol) servers comprehensive APIs and advanced Integration Platforms as a Service (iPaaS) while applying scalable enterprise integration patterns.

• Knowledge & Memory Engineering: Leverage Zendesks Context Graph an operational memory layer and Knowledge Graph connectors to integrate unstructured federated enterprise data sources (e.g. SharePoint Confluence and Google Drive) into the customers AI ecosystem without data migration.
  

• The Road to 80% Methodology: Lead the critical technical handoff between presales and post-sales implementation teams ensuring long-term AI deployment success continuous quality assurance through AI Quality Scores and ongoing expansion.

• Subject Matter Expert (SME): Act as the organizational authority on Zendesk platform security global scalability custom data models and Zendesk Copilot implementations.

• Product Liaison: Partner directly with Product Engineering and Product Marketing to serve as a feedback loop directly shaping the future roadmap of Zendesks AI architecture.
  

Required Qualifications

• Solutions Architecture & Consulting: 8 years of experience in enterprise systems or solutions architecture technical presales or professional IT consulting services.

• AI & Large Language Model (LLM) Literacy: 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 web services database design data modeling and Model Context Protocol (MCP) configurations.
  

• Cloud Ecosystems & iPaaS: Deep familiarity with cloud environments (AWS Azure and GCP) and experience designing and orchestrating enterprise data integrations using iPaaS solutions.

• Enterprise Security & Compliance: Comprehensive knowledge of single sign-on (SSO) OAuth data privacy frameworks and token-based authentication for AI systems.

• Technical Web Stack: Solid understanding of frontend technologies and scripting languages including HTML CSS and JavaScript as well as modern SaaS application architectures.
  

• Exceptional Communication: Proven track record of influencing senior stakeholders translating highly technical AI concepts into business outcomes and delivering high-quality technical presentations both on-site 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 Technologies: Familiarity with modern JavaScript frameworks such as React or Vue plus familiarity with to assist in custom application 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.
  
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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.

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 were 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 with your specific accommodation request.