AI-Powered CX Solution Architect

Zendesk

Greater London

Hybrid

GBP 90,000 - 130,000

Full time

7 days ago

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Benefits offered by this job

Hybrid work model

Global offices

Job summary

Zendesk seeks a Technical Architect, AI-Powered Customer Experience to design and scale AI-first CX solutions that translate business goals into scalable architectures and integrations. You will lead discovery, guide customers through implementation, and ensure measurable business impact across containment, deflection, and efficiency.

The role requires deep expertise in AI architectures, RESTful APIs, and cross-functional collaboration, with fluency in English and German.

Qualifications

5+ years in architecture, machine learning engineering, solutions architecture, or technical consulting.
Experience designing and delivering AI/ML solutions in production.
Experience with AI-powered service tools, automation platforms, or conversational AI solutions such as Decagon, Forethought, Ada, or similar.
Experience evaluating data readiness, governance, and operational readiness for AI solutions.
Experience in SaaS, enterprise software, or customer experience technology environments.
Hands-on experience with RESTful APIs, integrations, and solution design across web, backend, and/or mobile environments.
Experience leading customer discovery sessions and translating business requirements into technical architecture.
Ability to present technical solutions to both technical teams and executive stakeholders.
Strong stakeholder management, consulting, and collaboration skills.
Bachelor’s degree in Computer Science, Engineering, Business, or equivalent professional experience.
Ability to work in a hybrid environment and support customer needs across time zones as required.
Fluency in English and German, with the ability to communicate clearly with technical and executive audiences.

Responsibilities

Design scalable, secure AI-first architectures for automation, self-service, agent assist, and intelligent routing.
Guide rollout planning and operational readiness for long-term AI adoption.
Lead discovery sessions to identify high-value AI opportunities and define solution scope.
Translate business requirements into technical architectures and integrations.
Act as trusted technical advisor on data readiness and implementation tradeoffs.
Collaborate with delivery teams to ensure quality and timely execution.
Coordinate with Sales, Success, Support, Product, and Professional Services on strategy and roadmap.
Identify opportunities to extend Zendesk via APIs and custom integrations.
Diagnose product gaps and recommend validated workarounds or design alternatives.