Senior Platform Architect

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.

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.

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.

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.

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 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.