AI-First CX Architect: Design Scalable, Intelligent Support

Zendesk International Ltd (Ireland); Ireland; Hybrid; EUR 120,000 - 150,000; Full time

Job summary

Zendesk is seeking a Technical Architect, AI-Powered Customer Experience, to design scalable AI-first architectures that enable automation and enhanced customer journeys. You will lead discovery sessions, communicate with executive stakeholders, and guide customers through implementation and adoption of Zendesk AI capabilities.

You will collaborate with Sales, CS, Support, Product, and Professional Services to ensure technical success, governance, and operational readiness across time zones in a

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.
• Fluency in English and German (where applicable) and willingness to work in a hybrid environment.

Responsibilities

• AI Solution Architecture: Design scalable, supportable, and secure AI-first architectures that enable automation and intelligent routing.
• AI Adoption Enablement: Guide customers through rollout planning and operational readiness for long-term AI adoption.
• Outcome Orientation: Tie solution decisions to measurable improvements in containment, deflection, productivity, and customer satisfaction.
• Technical Discovery & Use Case Definition: Lead discovery sessions to understand business challenges and high-value AI opportunities.
• Customer Advisory: Act as a trusted technical advisor on architecture, integrations, data readiness, and tradeoffs.
• Implementation Leadership: Partner with delivery teams to translate designs into implementations with quality and scope alignment.
• Cross-Functional Collaboration: Align with Sales, CS, Support, Product, and Professional Services on strategy and roadmaps.
• Integration & Extensibility: Identify opportunities to extend Zendesk via APIs and custom integrations.
• Problem Solving & Innovation: Diagnose constraints and propose validated workarounds or design alternatives.

Skills

Communication Skills

AI-First Thinking

Consultative Technical Leadership

Solution Architecture

Delivery Mindset

Problem Solving

Adaptability

Continuous Learning

Education

Bachelor’s degree in Computer Science, Engineering, Business, or equivalent professional experience

Job description

Zendesk is seeking a Technical Architect, AI-Powered Customer Experience, to design scalable AI-first architectures that enable automation and enhanced customer journeys. You will lead discovery sessions, communicate with executive stakeholders, and guide customers through implementation and adoption of Zendesk AI capabilities.

You will collaborate with Sales, CS, Support, Product, and Professional Services to ensure technical success, governance, and operational readiness across time zones in a