Technical Architect (German Language)

Zendesk, Inc.; Dublin; On-site; EUR 120,000 - 160,000; Full time

Job summary

Zendesk, Inc. seeks a Technical Architect for AI-Powered Customer Experience in Ireland. You will design scalable AI-first architectures, guide customers from discovery to deployment, and collaborate with delivery teams to ensure successful implementation and measurable business impact.

You’ll work with APIs, app frameworks, and automation to extend Zendesk’s AI capabilities while advising on data readiness, governance, and integration tradeoffs for enterprise SaaS environments.

Qualifications

• 3+ 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.

Responsibilities

• Design scalable, AI-first architectures that enable automation, self-service, agent assist, and intelligent routing.
• Lead customer-facing discovery sessions to understand challenges and AI opportunities.
• Advise on architecture, integrations, data readiness, and implementation tradeoffs.
• Partner with delivery teams to translate designs into successful implementations.
• Identify opportunities to extend Zendesk through APIs, app frameworks, automation and custom integrations.

Skills

Communication

AI Strategy

Consultative Technical Leadership

Solution Architecture

Delivery Mindset

Problem Solving

Adaptability

Continuous Learning

Tools

Decagon

Forethought

Ada

Job description

Job Description

Job Description

Technical Architect, AI-Powered Customer Experience

Why This Role? Why Now?

Customer experience is being transformed by AI-driven innovation. At Zendesk, we're not just responding to that shift - we're leading it. As we expand our AI-powered Resolution Platform and deepen our Professional Services capabilities, the Technical Architect, AI-Powered Customer Experience role is critical to helping customers design, implement, and scale intelligent customer service solutions that deliver measurable business value.

As a technical expert, solution designer, and trusted advisor, you will help customers translate business goals into scalable AI-first architectures. You'll lead discovery, shape solution strategy, remove technical roadblocks, and guide customers toward successful adoption of Zendesk AI capabilities.

Overarching Objective for the Role

Accelerate customers' time-to-value by designing and enabling AI-first Zendesk solutions that drive adoption, automation, and measurable business impact from discovery through scale. Be the customer's AI technical architect. Turn business goals into the right architecture, integrations, workflows, and AI design choices. Lead high-quality solution discovery and delivery. Run technical discovery sessions, define solution scope, and guide customers through implementation with clarity and confidence. Remove blockers fast. Anticipate risks, resolve constraints, and keep customer solutions moving toward successful outcomes.

How You'll Make an Impact

Strategic Accountabilities

• AI Solution Architecture: Design scalable, supportable, and secure AI-first architectures that enable automation, self-service, agent assist, intelligent routing, and other Zendesk AI use cases.
• AI Adoption Enablement: Guide customers through rollout planning, change considerations, and operational readiness to support long‑term AI adoption while leveraging AI tools to enhance individual and team workflows for greater efficiency.
• Outcome Orientation: Ensure solution decisions are tied to measurable improvements in containment, deflection, productivity, resolution speed, customer satisfaction, and operational efficiency.
• Technical Discovery & Use Case Definition: Lead customer‑facing discovery sessions to understand business challenges, technical constraints, and high‑value AI opportunities.
• Customer Advisory: Act as a trusted technical advisor, helping customers make informed decisions about architecture, integrations, data readiness, and implementation tradeoffs.
• Implementation Leadership: Partner with delivery teams to translate solution designs into successful implementations, ensuring technical quality, alignment to scope, and strong execution.
• Cross‑…
• Integration & Extensibility: Identify opportunities to extend Zendesk through APIs, app framework solutions, automation, and custom integrations where needed.
• Problem Solving & Innovation: Diagnose product gaps, technical constraints, or workflow limitations and recommend validated workarounds or design alternatives that preserve business outcomes.

What You’ll Need to Succeed

Strategic Skills & Expertise

• Communication Skills: Excellent verbal and written communication skills with the ability to explain complex AI concepts clearly to both technical and executive audiences in English and German is a must.
• AI-First Thinking: Strong understanding of how AI capabilities can be applied across the customer service journey to improve efficiency, quality, and experience
• Consultative Technical Leadership: Ability to lead complex customer conversations, build trust quickly, and shape technical direction in ambiguous environments.
• Solution Architecture: Proven ability to design end‑to‑end scalable, maintainable AI architectures
• Delivery Mindset: Comfortable balancing technical scope, customer expectations, dependencies, and timelines in a consulting environment.
• Problem Solving: Strong analytical thinking and practical judgment to evaluate tradeoffs and recommend solutions that work in the real world.
• Adaptability: Ability to thrive in dynamic, fast-moving environments where priorities, requirements, and constraints may evolve.
• Continuous Learning: Commitment to staying current on Zendesk capabilities, AI trends, customer service transformation, and modern integration patterns.

Qualifications

Required

• 3+ 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 softwar