Sr. Zendesk Platform Engineer
Core
Designing and delivering scalable, enterprise-grade Zendesk platform solutions, including support, messaging, AI, and integrations for a global B2B technology company.
Role type
Senior Solutions Architect / Platform Engineer (Zendesk)
Builds
Scalable, modular Zendesk platform structures, reusable design patterns, and advanced automation workflows.
Domain
Enterprise SaaS, IT Sales Channel, Customer Support Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Zendesk platform expertise (Support, Guide, Messaging, Sunshine, APIs, automation), REST API design, event-driven architecture, system integration, enterprise solution architecture, process improvement, global environment management.
Preferred skills
JSON, conversational AI, machine learning applications, iPaaS integration tools, CRM/ERP ecosystems, Center of Excellence or shared services model experience, Zendesk certifications.
Technologies
Zendesk, AI APIs, Cloud, CRM, ERP, JSON, Machine Learning, REST, Security
Responsibilities
Lead end-to-end solution architecture for Zendesk across support, messaging, AI, and integrations; design scalable, modular platform structures aligned with enterprise standards; establish reusable design patterns for workflows, automation, data models, and integrations; ensure solutions follow security, compliance, and access control requirements; develop and implement advanced automation strategies to improve efficiency; drive adoption of Zendesk AI capabilities such as Agent Assist, Auto Assist, bots, and intent routing; collaborate with internal AI and engineering teams to integrate external AI solutions; identify and prioritize automation opportunities based on business impact and scalability; translate designs into standardized implementations across regions and business units; define operational frameworks, KPIs, and monitoring for performance metrics; continuously refine configurations, automations, and workflows to improve efficiency and lower costs; support global rollouts, onboarding, and hypercare for new business units; partner with business stakeholders to gather, assess, and refine requirements; convert business needs into technical designs and Zendesk configurations; present solution options with clear trade-offs, risks, and recommendations; align platform capabilities with business processes; serve as the main technical contact for Zendesk product and engineering teams; influence product direction through feedback, early access programs, and strategic collaboration; evaluate new Zendesk features and roadmap fit with internal strategy; lead validation and feasibility reviews with Zendesk; develop and deliver training for Zendesk Administrators on advanced automation and AI; create scalable documentation, playbooks, and design standards; mentor administrators so they can manage more complex configurations and integrations; foster a knowledge-sharing culture within the Center of Excellence.