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.
What you bring to the role- 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.
Preferred Qualifications:
- 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 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 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 [email protected] with your specific accommodation request.
Skills Required
- Proven track record selling, consulting on, and implementing Mid-Market and Enterprise software solutions (including Zendesk, Salesforce, ITSM, BI)
- Passion for AI and automation with strong product instinct and ability to influence product development
- Ability to map RFI/RFP requirements to software solutions, design technical architecture, and scope/lead customer trials
- Fluent with AI and LLM technology to deliver production-grade solutions focused on outcomes, accuracy, and efficiency
- Outstanding interpersonal, persuasive presentation skills and ability to influence C-level and senior stakeholders
- Willingness to travel as needed to drive client success
- 5+ years of technical customer-facing leadership (solutions engineering, technical consulting, enterprise implementation)
- Comfortable writing code, working deeply with APIs, and using JSON query/transformation languages
- Experience managing full lifecycle of solutions: testing, validation, and continuous performance optimization
- Practical experience developing, selling, and building around AI, conversational bots (e.g., Amazon Lex), LLM ecosystems, prompt engineering, evaluation frameworks, and guardrails
- Deep understanding of SaaS platforms, data pipelines, enterprise ticketing systems, and security/compliance considerations
- Ability to create comprehensive customer journey maps and technical architecture documentation
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
-
Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
-
Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
-
Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
Zendesk Insights
What We Do
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. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
Gallery
