Senior Platform Architect

Who We're Looking For

The Senior Platform Architect (PA) is responsible for all technical, solution, and competitive aspects of the Zendesk AI customer engagement.

PA’s must be customer and solution obsessed and extremely technically savvy.

They must have demonstrated success selling to Enterprise and/or Mid Market executives, and convincing C-level and director level executives of the technical merits and business value of the software solution.

• Customer-Obsessed Enterprise Expertise: A dedicated and people-first professional with a proven track record selling, consulting on, and implementing Mid-Market and Enterprise software solutions (including Zendesk, Salesforce, ITSM, and BI), focused on seamlessly transitioning prospects into successful, lifelong customers.
• Driven & Entrepreneurial Spirit: A self-motivated builder with a strong product instinct, possessing a passion for AI and automation, an innate curiosity to uncover new technical efficiencies, and the agility to influence new product development.
• Solution-Oriented Scoping & Strategy:
  Highly skilled at solving complex business challenges by mapping RFI/RFP requirements to software solutions, designing technical architecture, and scoping, leading, and executing high-impact customer trial plans.
• Technical Foundation & Analytical Execution:
  Fluent with AI and LLM technology to deliver production-grade solutions with a focus on outcomes, accuracy and efficiency.
• Exceptional Communication & Influence:
  Outstanding interpersonal and persuasive presentation skills, with the ability to build strong cross-functional relationships, align pre- and post-sales teams, and clearly translate technical concepts for senior stakeholders.
• Dedicated & Adaptable Execution:
  An organized, efficient professional committed to working smarter, thriving in fast-moving and ambiguous environments, and willing to travel whenever needed to drive client success.

• 5+ Years of Technical Customer-Facing Leadership:
  Proven track record in solutions engineering, technical consulting, and enterprise implementation, driving the end-to-end delivery of production-grade software.
• Robust Technical Foundation:
  Comfortable writing code, working deeply with APIs, and utilizing JSON query/transformation languages to build and validate complex integrations.
• Structured Execution & Iteration:
  Experience managing the entire lifecycle of a solution, from rigorous testing and validation to continuous performance optimization.
• Ambiguous Problem Solving:
  Highly adaptable professional who thrives in fast-paced environments, possessing the unique ability to actively shape and design solutions rather than just executing predefined tasks.
• AI & Conversational Intelligence:
  Practical experience developing, selling, and building around Artificial Intelligence, including conversational BOTs (e.g., Amazon Lex) and cutting-edge LLM/AI agent ecosystems (prompt engineering, evaluation frameworks, guardrails, and workflow design).
• Enterprise Architecture & Security:
  Deep understanding of SaaS platforms (Salesforce, Zendesk, etc.), data pipelines, and enterprise ticketing systems, combined with a strong grasp of associated security and compliance considerations.
• Technical Documentation:
  Adept at creating comprehensive customer journey maps and technical architecture blueprints.
• Cross-Functional Communication:
  Exceptional presentation skills with a demonstrated ability to translate complex technical concepts into clear implementation plans for both non-technical audiences and senior technical stakeholders.

The US annualized OTE (On Target Earnings) range for this position is $-$ with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. The offer for the successful candidate will be based on job-related capabilities and applicable 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 its people a fulfilling and inclusive experience.…