At a Glance
- Tasks: Design and architect next-gen service solutions for enterprise customers using AI-powered technology.
- Company: Join Zendesk, a leader in customer experience software with a focus on innovation.
- Benefits: Enjoy a hybrid work environment, competitive salary, and opportunities for professional growth.
- Other info: Collaborative culture with a commitment to diversity, equity, and inclusion.
- Why this job: Make a real impact by transforming traditional support centres into efficient, autonomous service workforces.
- Qualifications: 8+ years in solutions architecture, with expertise in AI and cloud ecosystems.
The predicted salary is between 72000 - 88000 £ per year.
Job Description Position Overview
As a Senior Platform Architect, you will serve as the 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, driving POC’s and helping secure the technical win to exceed new bookings, expansion, and customer retention targets.
- Main Responsibilities
- Strategic Value & Executive Advisory
- Executive
- Technical
Value: Partner with sales engineers , account executives and business consultants to drive strategic discussions, effectively communicating complex technical architecture and solutioning along with the business value of AI to C-suite and director-level executives.
- ARR & Pipeline
Impact: Serve as a high-impact technical overlay resource, driving ARR through automated resolutions by conducting strategic technical discovery, scoping, and successfully managing complex Proof of Concepts (POCs) for key expansion and cross-sell opportunities.
- Positioning
- Zendesk
Headless: You would be responsible to demonstrate the power of Zendesk headless technology and help customers embed Zendesk deep into their workflows inside and outside of the core platform via MCP and A2A technology.
- 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 (i Paa S), 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., Share Point, 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.
- Product
Liaison: Partner directly with Product Engineering, Product Marketing teams to serve as a feedback loop, directly shaping the future roadmap of the Zendesk AI architecture.
- Required Qualifications
- Core Experience & Business Acumen Solutions Architecture & Consulting: 8+ years of experience in enterprise system/solution architecture, technical presales, or professional IT consulting services.
- AI & Large Language Model (LLM)
Literacy: Exposure to or hands‑on experience with experience architecting and deploying generative AI solutions, prompt engineering, Retrieval‑Augmented Generation (RAG) frameworks, and Agentic AI reasoning systems.
- Modern API & Integration
Proficiency: Advanced expertise with RESTful APIs, JSON implementations, web services, database design, data modeling, and Model Context Protocol (MCP) configurations.
- Infrastructure & Security Cloud Ecosystems & i Paa S: Deep familiarity with cloud environments (AWS, Azure, GCP) and experience orchestrating enterprise-wide data utilizing i Paa S applications.
- Enterprise Security & Compliance: Comprehensive knowledge of Single Sign-On (SSO) configurations, OAuth, advanced data privacy frameworks, and token‑based AI authentication capabilities.
- Technical Web Stack: Solid understanding of frontend and scripting capabilities (HTML, CSS, Java Script) and modern Saa S application development architectures.
- Soft Skills & Leadership
- Exceptional
Communication: Proven track record of influencing senior stakeholders, distilling highly technical AI concepts into business outcomes, and delivering flawless technical presentations both onsite and remotely.
- Thriving in Fast-Paced Environments: Ability to prioritize multiple complex, concurrent transformation accounts while maintaining a proactive, can‑do attitude.
Desirable Qualifications
- Enterprise Software Implementation: Previous experience managing large-scale implementations of enterprise class Customer Service software or ITSM platforms.
- Advanced Analytics & Business Intelligence: Experience utilizing advanced diagnostic analytics systems for root‑cause and trend analysis.
- Modern Frontend Frameworks: Familiarity with modern Java Script frameworks such as React, Vue, or Node. js to assist in custom app development.
- Practical experience using AI‑augmented tooling (e. g., Claude Code, Cursor) to enhance daily productivity, scale technical output, and model AI best practices.
- Strong sales acumen and prior experience in a technical pre‑sales or solutions architecture role within an enterprise Saa S or CX environment.
- Experience with platforms such as Salesforce Service Cloud, Service Now, Intercom Fin, or Freshworks is highly desirable.
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 peopleandplaces@zendesk. com with your specific accommodation request.
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
What’s it like to work here?
Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk.
These scammers may ask for money or personal information by offering fake job opportunities through e‑mail, text message or social media.
Please verify the source of any job‑related communications carefully.
All official Zendesk communications are conducted through "@zendesk. com" email addresses.
If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk. com.
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Senior Platform Architect 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.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Platform Architect
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Zendesk or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Zendesk.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Zendesk.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Zendesk that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Senior Platform Architect
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Zendesk.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Zendesk and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Zendesk
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Zendesk uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
