Senior Platform Architect
Core
Design and architect next-generation AI-powered service solutions for enterprise customers, transforming support centers into autonomous workforces.
Role type
Senior IC platform architect (AI & enterprise integration)
Builds
Multi-step agentic workflows, modern integrations connecting Zendesk to external AI platforms and enterprise apps, and AI ecosystem memory layers.
Domain
Enterprise SaaS, Customer Experience (CX), Generative AI, Cloud Integration
Deliverable
production ML models | product features
Required skills
Enterprise system/solution architecture, AI/LLM solution design (RAG, Agentic AI), RESTful API & JSON, Cloud ecosystems (AWS/Azure/GCP), Enterprise security (SSO, OAuth, data privacy), iPaaS orchestration
Preferred skills
Large-scale ITSM/Customer Service software implementation, Advanced analytics & BI, Modern frontend frameworks (React/Vue/Node.js), AI-augmented tooling (Claude Code, Cursor)
Technologies
Zendesk Agent Builder, Zendesk Action Builder, Zendesk MCP Server, SharePoint, Confluence, Google Drive, HTML, CSS, JavaScript
Responsibilities
Partner with sales to drive strategic discussions and manage complex Proof of Concepts (POCs) for expansion opportunities; Architect multi-step agentic workflows to achieve 80% automated resolution targets; Design integrations using MCP, APIs, and iPaaS; Lead technical hand-off between pre-sales and post-sales teams; Act as SME on platform security, scalability, and Copilot implementations; Shape product roadmap via feedback with Product Engineering and Marketing.
