Senior Technical Architect

Job Description

Senior Technical Architect

Our Professional Services team is dedicated to implementing, consulting, and advising a diverse range of customers, helping them align their business needs with Zendesk solutions. We are entrusted with managing relationships, strategy, and product health for thousands of innovative companies using Zendesk. Our mission is to inspire and partner with these companies as they transform their businesses.

In this role, you will collaborate closely with customers to design a Zendesk environment that integrates seamlessly with their support practices and systems. Leveraging your technical and customer solution expertise, you will be responsible for defining, documenting, and executing the appropriate technical solutions. Your contributions are crucial to enhancing the customer’s overall experience with Professional Services and Zendesk.

What you'll be doing

• Customer Collaboration: Understand, document, and implement customer requirements, actively collaborating with SMEs to build optimal technical solutions for integrating Zendesk into workflows and processes.

• Use-Case Analysis: Ask questions to deeply understand the customer’s use-case, capture the business problem, and design a successful Zendesk solution.

• Design & Configuration: Execute design and configuration sessions with customers, either onsite or remotely.

• Documentation: Produce Technical Design Documents (TDD) and Zendesk Custom App Specification Documents based on customer needs.

• Testing & Defect Resolution: Perform functional testing as per TDD and collaborate with Zendesk developers on defect resolution.

• System Integration: Document customer technical systems to identify the most efficient integration solutions with Zendesk.

• Consulting Support: Assist the Consulting team with the functional design and configuration of Zendesk.

• Project Leadership: Lead technical projects involving multiple development and architecture resources.

• Mentorship: Mentor junior colleagues on best practices and new technologies.

• Project Management: Engage in several paid projects concurrently.

• Product Expertise: Maintain technical product expertise across the entire Zendesk product line.

• Escalation Management: Confidently respond to high-profile, high-impact customer escalations.

• Requirements Gathering: Gather technical requirements and provide level of effort estimates for customers.

What you bring to the role

Basic Qualifications:
 

• 5 years + of experience in System and/or Solution Architecture.

• Expertise in various architectures, including Web, Enterprise, and SaaS, along with methodologies.

• Proven experience in leading complex front-end application development projects using best practices.

• Proficient in agile scrum methodologies for software development, with experience using JIRA or similar tools.

• Familiarity with front-end programming languages and frameworks such as JavaScript, React, and Vue.

• Strong understanding of customer support processes and infrastructure.

• Excellent instincts and ability to interface seamlessly with senior-level executives.

• Exceptional communication, interpersonal, and writing skills.

• Deep passion for customer service and its transformative potential for businesses.

• Strong organizational skills with the ability to multitask effectively under pressure.

• Capable of delivering consulting services both onsite and remotely.

• Bachelor’s degree.

• Willingness and ability to travel domestically and internationally (up to 40%) when safe.

Preferred Qualifications:

• Proficiency in backend programming languages such as Ruby, Python, or C#.

• Extensive experience in Zendesk configuration and implementation approaches.

• Deep knowledge of the Zendesk App Framework and related SSO capabilities.

• Certifications: Zendesk Administrator Certification / Zendesk App Developer I Certification

Where We Work:

[If the role has an in-office location and the candidate is expected to go in to the office in a hybrid way, this language will auto-populate on the req. Content outlined for your information only]:
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

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. 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, coworking spaces, and Zendesk workspaces to make one team.

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.