AI-First Technical Architect for CX Solutions

Zendesk, Inc.; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Zendesk, Inc. seeks a Technical Architect to design scalable, AI-first customer experience architectures and to lead customer-facing discovery and implementation efforts. You will shape solution strategy, remove blockers, and guide adoption of Zendesk AI capabilities.

You will collaborate with sales, success, and delivery teams to ensure technical excellence and alignment with customer goals across hybrid engagements in Dublin and London.

Qualifications

• 5+ years in architecture, ML 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.
• 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/back-end/mobile.
• 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.

Responsibilities

• Design scalable, maintainable AI-first architectures.
• Guide customers through rollout planning and operational readiness for AI adoption.
• Lead technical discovery sessions and translate business needs into architecture.
• Collaborate with Sales, Customer Success, and Professional Services to align on strategy and risks.

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

Tools

RESTful APIs

Job description

Zendesk, Inc. seeks a Technical Architect to design scalable, AI-first customer experience architectures and to lead customer-facing discovery and implementation efforts. You will shape solution strategy, remove blockers, and guide adoption of Zendesk AI capabilities.

You will collaborate with sales, success, and delivery teams to ensure technical excellence and alignment with customer goals across hybrid engagements in Dublin and London.