Senior Platform Architect

Senior Platform Architect

Position Overview

As a Senior Platform Architect, you will serve as the elite technical strategist helping our largest enterprise customers and prospects unlock the full potential of the AI-powered Zendesk Resolution Platform. You will design and architect next-generation service solutions that drive measurable business outcomes, transforming traditional support centers into highly efficient, Autonomous Service Workforces.

Simultaneously, you will act as a critical technical advisor to our enterprise sales organization, providing best practices and technical architecture guidance to exceed new bookings, expansion, and customer retention targets.

Main Responsibilities

• Strategic Value & Executive Advisory

• Executive Technical Value: Partner with sales engineers and business consultants to drive strategic discussions, effectively communicating complex technical architecture and the concrete business value of AI to C-suite and director-level executives.

• ARR & Pipeline Impact: Serve as a high-impact technical overlay resource, driving Individual-Level Annual Recurring Revenue (ARR) through strategic discovery, scoping, and successfully managing complex Proof of Concepts (POCs) for key expansion and cross-sell opportunities.

• AI & Platform Architecture

• Autonomous Service Deployment: Master and deploy the Zendesk Agent Builder and Action Builder to architect multi-step, agentic workflows, helping customers reach and exceed an 80% automated resolution target.

• Ecosystem Integration & Connectivity: Architect modern integrations connecting the Zendesk platform to external AI platforms and enterprise applications. Design these connections utilizing the Zendesk MCP (Model Context Protocol) Server, comprehensive APIs, and advanced Integration Platforms as a Service (iPaaS), while applying scalable enterprise integration patterns.

• Knowledge & Memory Engineering: Leverage Zendesk's Context Graph (operational memory layer) and Knowledge Graph connectors to integrate unstructured, federated enterprise data sources (e.g., SharePoint, Confluence, Google Drive) into the customer’s AI ecosystem without data migration.

• Cross-Functional Leadership & Delivery

• The Road to 80% Methodology: Lead the critical technical hand-off between pre-sales and post-sales implementation teams, ensuring long-term AI deployment success, continuous quality assurance via AI Quality Scores, and ongoing expansion.

• Subject Matter Expert (SME): Act as the organizational authority on Zendesk platform security, planetary scalability, custom data models, and Zendesk Copilot implementations.

• Prod