Senior Solutions Architect

## Senior Solutions Architect Apply remote type:
Fully Flexible locations:
Remote, Florida, United States of America:
Remote, Washington D.C., United States of America:
Remote, Washington, United States of America:
Remote, Virginia, United States of America:
Remote, South Carolina, United States of America time type:
Full time posted on:
Posted Todayjob requisition :
R35108##

Job Description
*
* About Us:

** We are an innovative and fast-moving business focused on helping companies build better relationships with their customers. We take pride in the impact our work has on organizations, while also caring deeply about the experience of our employees and the culture we build together.

Zendesk helps companies improve customer engagement through powerful, scalable, and easy-to-use software solutions. Our products enable organizations to move faster, operate more efficiently, and deliver better customer experiences across every touchpoint.

We are looking for a
** Senior Solutions Architect
** to help expand our Services business in North America. This role will lead strategic scoping conversations with customers and prospects, covering technical architecture, solution design, implementation strategy, AI-enabled workflows, automation opportunities, and competitive differentiation throughout the sales cycle.
** Job Overview:
** The ideal candidate is an experienced technical leader who can operate both as an individual contributor and as a mentor across teams. This person will own technical scoping, guide complex customer conversations, and partner closely with Sales, Services, Product, and Customer Success teams to design the right solution for each customer.

The Senior Solutions Architect will act as the technical bridge between Account Executives and prospective customers, owning the primary technical relationship during the sales and services process. This role requires the ability to engage with C-level executives, directors, technical stakeholders, and implementation teams to communicate the value, feasibility, and business impact of the proposed  addition to strong enterprise software and customer experience knowledge, the role now requires hands-on experience with
** AI technologies**, including AI-assisted workflows, automation, agents, skills, prompt design, integrations, and practical use of AI tools to improve productivity, solution design, customer support, and implementation outcomes.
*
* Key Responsibilities:

*** Lead technical discovery and solution scoping conversations with Corporate, Mid-Market, and Enterprise customers.
* Partner with Sales to define technical strategies that support AMER pipeline growth and services revenue targets.
* Own the technical relationship with prospects and customers during the sales cycle, from initial discovery through proposal and closure.
* Design scalable customer experience, support, ITSM, automation, data, and AI-enabled solutions aligned with customer requirements.
* Identify opportunities to incorporate AI, automation, agents, workflows, and knowledge-based systems into customer solutions.
* Support Solutions Architects in key customer meetings, technical workshops, executive presentations, and strategic opportunities.
* Drive best practices within the AMER Solutions Architecture team and apply global standards to regional execution.
* Create a regular business rhythm with AMER Sales counterparts to ensure service propositions are included in relevant sales proposals.
* Help define and execute the regional partnership strategy, including technology partners, implementation partners, and AI ecosystem partners.
* Ensure all scopes are aligned with company methodology, delivery standards, technical feasibility, and customer success outcomes.
* Lead, mentor, attract, and retain high-performing presales and solutions talent.
* Create services sales strategies aligned with the Sales organization.
* Provide weekly reporting on AMER pipeline, deal progression, technical risks, services opportunities, and action plans to achieve targets.
* Translate business requirements into technical solutions, architecture recommendations, implementation plans, and measurable business outcomes.
* Support customer pilots, Proofs of Concept, demos, solution prototypes, and AI-enabled workflow demonstrations.
* Stay current on emerging AI technologies, agentic workflows, automation tools, API-driven architectures, and customer experience innovation.
*
* Required Qualifications:

*** Experience selling, scoping, or supporting Mid-Market and Enterprise software solutions.
* Strong background in pre-sales, solutions architecture, consulting, implementation, technical strategy, or customer-facing technical roles.
* Excellent interpersonal, communication, persuasion, presentation, and writing skills.
* Proven ability to communicate technical value to C-level executives, directors, business stakeholders, and technical teams.
* Experience scoping, managing, and executing customer pilots, Proofs of Concept, technical workshops, and…