Zendesk Architect
Core
Design and implement global Zendesk structures, including multi-brand instances, custom fields, and advanced routing logic; lead the technical launch of the Support Portal with API integrations to legacy databases.
Role type
Senior Zendesk Architect
Builds
Global Zendesk instances, Support Portal, automated routing workflows, and client communication systems
Domain
Customer Support Technology / Media Analytics
Deliverable
production ML models | product features | infrastructure
Required skills
Zendesk architecture, Zendesk APIs, Zendesk App Framework (ZAF), Zendesk Co-pilot, Zendesk Explore, Salesforce, Jira, Confluence, backend system integration, data exchange protocols
Preferred skills
Zendesk Certified Support Architect, 3rd-party developer management, cloud product architecture, general software engineering practices
Responsibilities
Design and implement global Zendesk structures with complex routing logic; lead technical launch of Support Portal ensuring API connections to legacy databases; build and maintain high-level triggers and automations for zero-touch routing; own sandbox-to-production deployment process; review post-deployment KPIs; identify technical debt or security gaps in Zendesk instances
Seniority
Senior, hands-on IC