Senior Platform Architect

Zendesk; Madison (WI); Hybrid; USD 200,000 - 300,000; Full time

Benefits offered by this job

Bonus opportunities

Flexible remote work

Inclusive work environment

Job summary

Zendesk is seeking a Senior Platform Architect responsible for overseeing technical solutions related to AI customer engagement. The role involves deep customer interaction, mapping requirements to software solutions, and delivering effective solutions.

The ideal candidate will possess over 5 years of customer-facing technical leadership, a robust technical foundation, and exceptional communication skills essential for spearheading projects and influencing client success.

Qualifications

• Proven track record selling, consulting, and implementing software solutions.
• Strong product instinct and passion for AI and automation.
• Highly skilled at solving complex business challenges with technology.

Responsibilities

• Lead technical, solution, and competitive aspects of Zendesk AI.
• Map requirements to software solutions and execute customer trial plans.
• Build relationships with senior stakeholders and translate tech concepts.

Skills

Customer-Obsessed Enterprise Expertise

Driven & Entrepreneurial Spirit

Solution-Oriented Scoping & Strategy

Technical Foundation & Analytical Execution

Exceptional Communication & Influence

Dedicated & Adaptable Execution

Education

5+ Years of Technical Customer-Facing Leadership

Robust Technical Foundation

Structured Execution & Iteration

AI & Conversational Intelligence

Enterprise Architecture & Security

Technical Documentation

Cross-Functional Communication

Job description

Who We're Looking For

The Senior Platform Architect (PA) is responsible for all technical, solution, and competitive aspects of the Zendesk AI customer engagement. PA’s must be customer and solution obsessed and extremely technically savvy. They must have demonstrated success selling to Enterprise and/or Mid Market executives, and convincing C-level and director level executives of the technical merits and business value of the software solution.

What You Bring To The Role

• Customer-Obsessed Enterprise Expertise: A dedicated and people-first professional with a proven track record selling, consulting on, and implementing Mid-Market and Enterprise software solutions (including Zendesk, Salesforce, ITSM, and BI), focused on seamlessly transitioning prospects into successful, lifelong customers.
• Driven & Entrepreneurial Spirit: A self-motivated builder with a strong product instinct, possessing a passion for AI and automation, an innate curiosity to uncover new technical efficiencies, and the agility to influence new product development.
• Solution-Oriented Scoping & Strategy: Highly skilled at solving complex business challenges by mapping RFI/RFP requirements to software solutions, designing technical architecture, and scoping, leading, and executing high-impact customer trial plans.
• Technical Foundation & Analytical Execution: Fluent with AI and LLM technology to deliver production-grade solutions with a focus on outcomes, accuracy and efficiency.
• Exceptional Communication & Influence: Outstanding interpersonal and persuasive presentation skills, with the ability to build strong cross‑functional relationships, align pre- and post-sales teams, and clearly translate technical concepts for senior stakeholders.
• Dedicated & Adaptable Execution: An organized, efficient professional committed to working smarter, thriving in fast-moving and ambiguous environments, and willing to travel whenever needed to drive client success.

Preferred Qualifications

• 5+ Years of Technical Customer-Facing Leadership: Proven track record in solutions engineering, technical consulting, and enterprise implementation, driving the end-to-end delivery of production-grade software.
• Robust Technical Foundation: Comfortable writing code, working deeply with APIs, and utilizing JSON query/transformation languages to build and validate complex integrations.
• Structured Execution & Iteration: Experience managing the entire lifecycle of a solution, from rigorous testing and validation to continuous performance optimization.
• Ambiguous Problem Solving: Highly adaptable professional who thrives in fast‑paced environments, possessing the unique ability to actively shape and design solutions rather than just executing predefined tasks.
• AI & Conversational Intelligence: Practical experience developing, selling, and building around Artificial Intelligence, including conversational BOTs (e.g., Amazon Lex) and cutting-edge LLM/AI agent ecosystems (prompt engineering, evaluation frameworks, guardrails, and workflow design).
• Enterprise Architecture & Security: Deep understanding of SaaS platforms (Salesforce, Zendesk, etc.), data pipelines, and enterprise ticketing systems, combined with a strong grasp of associated security and compliance considerations.
• Technical Documentation: Adept at creating comprehensive customer journey maps and technical architecture blueprints.
• Cross-Functional Communication: Exceptional presentation skills with a demonstrated ability to translate complex technical concepts into clear implementation plans for both non-technical audiences and senior technical stakeholders.

Compensation

The US annualized OTE (On Target Earnings) range for this position is $200,000.00-$300,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The Intelligent Heart Of Customer Experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Equal Opportunity Employer

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e‑mail to [e-mail] with your specific accommodation request.