Overview
In this role you will design scalable AI-first customer service architectures that translate business goals into practical solutions. You’ll lead technical discovery, shape strategy, and guide customers through adoption of Zendesk AI capabilities. You’ll collaborate with cross-functional teams to remove blockers and ensure outcomes that improve efficiency, containment, and satisfaction. This is a strategic advisory position at Zendesk, shaping how AI transforms customer experience at scale. You’ll work in a hybrid environment, bridging technical detail and executive storytelling to drive value.
Pay / Benefits
- hybrid work model
- remote flexibility
- global offices
- inclusive workplace
- professional development
Responsibilities
- Design AI-first architectures that enable automation, self-service, agent assist, and intelligent routing
- Lead technical discovery sessions and define solution scope aligned to business goals
- Guide customers through rollout planning, change management, and operational readiness for AI adoption
- Partner with delivery teams to translate designs into successful implementations with quality and scope alignment
- Collaborate across Sales, Customer Success, Support, Product, and Professional Services
- Identify API, app framework, and integration opportunities to extend Zendesk capabilities
- Diagnose gaps and constraints, proposing validated workarounds or alternatives
Key requirements
- 5+ years in architecture, machine learning engineering, solutions architecture, or technical consulting
- Experience delivering AI/ML solutions in production
- Experience with AI-powered service tools or conversational AI (e.g., Decagon, Forethought, Ada)
- Assessment of data readiness, governance, and operational readiness for AI
- SaaS/enterprise software or CX technology experience
- Hands-on RESTful API and integration experience across web/backend/mobile
- Experience leading customer discovery sessions and communicating with technical and executive audiences
- Bachelor’s degree in Computer Science, Engineering, or Business
- Excellent verbal and written communication
- Consultative technical leadership
- Strong stakeholder management
- Solution architecture (end-to-end scalable AI architectures)
- RESTful APIs and system integrations
- AI concepts in CX (intent, routing, agent assist, summarization, knowledge grounding)
Technical Architect (German Language) in London employer: Zendesk
Zendesk is an exceptional employer that champions a fulfilling and inclusive work environment, offering a hybrid model that balances remote flexibility with in-person collaboration. As the RVP of Sales Engineering, you will lead a talented team while having the autonomy to shape technical strategies that influence customer experiences for some of the world's largest brands. With a strong commitment to diversity, equity, and inclusion, Zendesk fosters employee growth through mentorship and leadership opportunities, making it a rewarding place to advance your career in the dynamic field of AI-powered customer experience.
