Senior Platform Architect

Position Overview

As a Senior Platform Architect, you will serve as the elite technical strategist helping our largest enterprise customers and prospects unlock the full potential of the AI-powered Zendesk Resolution Platform. You will design and architect next-generation service solutions that drive measurable business outcomes, transforming traditional support centers into highly efficient, Autonomous Service Workforces. Simultaneously, you will act as a critical technical advisor to our enterprise sales organization, providing best practices and technical architecture guidance to exceed new bookings, expansion, and customer retention targets.

Main Responsibilities

• Strategic Value & Executive Advisory
  • Partner with sales engineers and business consultants to drive strategic discussions, effectively communicating complex technical architecture and the concrete business value of AI to C-suite and director-level executives.
  • ARR & Pipeline Impact: Serve as a high-impact technical overlay resource, driving Individual-Level Annual Recurring Revenue (ARR) through strategic discovery, scoping, and successfully managing complex Proof of Concepts (POCs) for key expansion and cross-sell opportunities.
• AI & Platform Architecture
  • 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.
• Cross-Functional Leadership & Delivery
  • 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, and the HyperArc-powered analytics teams to serve as a feedback loop, directly shaping the future roadmap of the Zendesk AI architecture.

Required Qualifications

• Core Experience & Business Acumen
  • 8–10+ 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.
• Infrastructure & Security 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.
• Soft Skills & Leadership
  • Exceptional Communication: Proven track record of influencing senior stakeholders, distilling highly technical AI concepts into business outcomes, and delivering flawless technical presentations both onsite and remotely.
  • Thriving in Fast-Paced Environments: Ability to prioritize multiple complex, concurrent transformation accounts while maintaining a proactive, can‑do attitude.

Desirable Qualifications

• Enterprise Software Implementation
  • Previous experience managing large‑scale implementations of enterprise class Customer Service software or ITSM platforms.
• Adv