Senior Platform Architect

As a Senior Platform Architect you will serve as the elite 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 to exceed new bookings expansion and customer retention targets.

• Executive Technical Value: Partner with sales engineers and business consultants to drive strategic discussions effectively communicating complex technical architecture and the concrete business value of AI to C-suite and director-level executives.
• ARR & Pipeline Impact: Serve as a high-impact technical overlay resource driving Individual-Level Annual Recurring Revenue (ARR) through strategic discovery scoping and successfully managing complex Proof of Concepts (POCs) for key expansion and cross-sell opportunities.

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

• 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 and the HyperArc-powered analytics teams to serve as a feedback loop directly shaping the future roadmap of the Zendesk AI architecture.

• Solutions Architecture & Consulting: 810 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.

• 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.

• 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.

• 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 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.

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.