CX Acceleration Technical Architect

Job Description

Zendesk CX Acceleration SWAT Team - Technical Architect

Zendesk is seeking a seasoned Technical Architect to join our CX Acceleration SWAT team, playing a pivotal role in shaping and delivering the architectural vision for Zendesk customers that are needing our help to ready themselves for using AI.  The ideal candidate brings deep technical expertise and a consultative mindset to understand each customer’s unique business challenges, goals, and existing technical landscape. As a trusted advisor, you will provide innovative, tailored solutions and strategic architectural guidance. Collaborating closely with Sales, Customer Success, Presales, Professional Services, and Product teams, you will drive end-to-end execution—defining, documenting, and realizing complex enterprise solutions that accelerate customer success and maximize the value of Zendesk implementations.

    

What you'll do:

• Onboard the customers selected into the CX Acceleration program, prioritizing the engagements and consolidate impacts/benefits

• Stabilize account health by diagnosing customer challenges and identifying paths forward

• Provide interim technical direction to establish design patterns and build a platform vision

• Deliver strategic guidance to customer’s key senior stakeholders. 

• Collaborate with customers to define and implement a technical roadmap, immediate outcomes / quick wins, and ongoing reporting on progress.

• Position and hand-off to account and services teams for long-term strategic partnership

• Develop and share an internal retrospective of each Strategic Engagement delivered

• Design custom solutions that extend the Zendesk platform and integrate with external platforms via API, web services, middleware and custom applications 

• Become an expert in customer experience workflows and Zendesk’s business applications and services offerings

• Collaborate with Zendesk Sales, Customer Success, Advocacy, Product and Professional Services teams during the customer engagement and in delivering a joint plan for addressing customer’s immediate needs

• Exhibit a passion for CX solutions, to include Zendesk platform and AI capabilities 

What you bring to the role:

• 10-15 years of enterprise architecture experience with GTM SaaS solutions such as Zendesk, Salesforce, Adobe, Oracle, Gainsight, BigCommerce, Shopify

• 10-15 years working on enterprise business and technology architecture development projects using leading / best practices

• Exceptional communication and presentation skills with the ability to be a technology visionary

• Knowledge of cloud computing technologies including AWS, GCP or Azure

• Experience building and maintaining software solutions lasting multiple years 

• Strong knowledge of REST APIs, API security, SSO, architecture and implementation

• Proven track record of adding value to others on your team (mentorship, training etc)

• A natural desire to continually learn and work in new systems, services, and technology as needed

• Continually scans the technology environment in a proactive manner to gain a new perspective on leading industry trends, innovative practices and technology offerings for use in engagements with your customers

• Varied SaaS Admin or Architect certifications such as Salesforce, Adobe, AWS, GCP, Azure or other cloud service platforms

• Experience in backend technologies such as database warehousing, data modeling, analytics, and/or major SaaS integration providers

• Experience working in Enterprise Networking and/or Security infrastructure

• Demonstrates proven knowledge of working with teams to: 

• understand business strategies and requirements 
• envision and prioritize business capabilities 
• assess the customer’s current business and technology environments 
• develop strategy and target state architectures involving applications, platforms, data, security and infrastructure
• write, communicate, facilitate, coordinate, and present cogently 
• produce effective documentation that can be understood for all levels of internal staff and management, using non-technical business terms and vocabulary that will be clearly understood

The US annualized OTE (On Target Earnings) range for this position is $188,000.00-$282,000.00 with a pay mix of 70/30 (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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

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 [email protected] with your specific accommodation request.