CX Acceleration Technical Architect

Zendesk•Austin, TX

21d•$186,000 - $280,000•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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