About this role
Senior Solutions Architect
remote type Fully Flexible locations Remote, Florida, United States of America Remote, Washington D.C., United States of America Remote, Washington, United States of America Remote, Virginia, United States of America Remote, South Carolina, United States of America
time type Full time
posted on Posted Today
job requisition id R35108
Job Description About Us:We are an innovative and fast-moving business focused on helping companies build better relationships with their customers. We take pride in the impact our work has on organizations, while also caring deeply about the experience of our employees and the culture we build together.Zendesk helps companies improve customer engagement through powerful, scalable, and easy-to-use software solutions. Our products enable organizations to move faster, operate more efficiently, and deliver better customer experiences across every touchpoint.We are looking for a Senior Solutions Architect to help expand our Services business in North America. This role will lead strategic scoping conversations with customers and prospects, covering technical architecture, solution design, implementation strategy, AI-enabled workflows, automation opportunities, and competitive differentiation throughout the sales cycle.Job Overview:The ideal candidate is an experienced technical leader who can operate both as an individual contributor and as a mentor across teams. This person will own technical scoping, guide complex customer conversations, and partner closely with Sales, Services, Product, and Customer Success teams to design the right solution for each customer.The Senior Solutions Architect will act as the technical bridge between Account Executives and prospective customers, owning the primary technical relationship during the sales and services process. This role requires the ability to engage with C-level executives, directors, technical stakeholders, and implementation teams to communicate the value, feasibility, and business impact of the proposed solution.In addition to strong enterprise software and customer experience knowledge, the role now requires hands-on experience with AI technologies, including AI-assisted workflows, automation, agents, skills, prompt design, integrations, and practical use of AI tools to improve productivity, solution design, customer support, and implementation outcomes.Key Responsibilities:Lead technical discovery and solution scoping conversations with Corporate, Mid-Market, and Enterprise customers.Partner with Sales to define technical strategies that support AMER pipeline growth and services revenue targets.Own the technical relationship with prospects and customers during the sales cycle, from initial discovery through proposal and closure.Design scalable custome