Senior Technical Architect

1 month ago

Québec, Quebec, Canada Zendesk Canada Full time
Senior Technical Architect

At Zendesk, we're on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. As a Senior Technical Architect, you'll play a critical role in helping us achieve this goal.

You'll collaborate closely with customers to design and implement Zendesk environments that integrate seamlessly with their support practices and systems. With your technical expertise and customer solution skills, you'll be responsible for defining, documenting, and executing the appropriate technical solutions.

Key Responsibilities:
  1. Customer Collaboration: Work closely with customers to understand their requirements and implement solutions that meet their needs.
  2. Use-Case Analysis: Analyze customer use cases to identify business problems and design successful Zendesk solutions.
  3. Design & Configuration: Execute design and configuration sessions with customers to ensure seamless integration with Zendesk.
  4. Documentation: Produce technical design documents and Zendesk custom app specification documents based on customer needs.
  5. Testing & Defect Resolution: Perform functional testing and collaborate with Zendesk developers on defect resolution.
  6. System Integration: Document customer technical systems to identify efficient integration solutions with Zendesk.
  7. Consulting Support: Assist the consulting team with functional design and configuration of Zendesk.
  8. Project Leadership: Lead technical projects involving multiple development and architecture resources.
  9. Mentorship: Mentor junior colleagues on best practices and new technologies.
  10. Project Management: Engage in multiple paid projects concurrently.
  11. Product Expertise: Maintain technical product expertise across the entire Zendesk product line.
  12. Escalation Management: Respond confidently to high-profile, high-impact customer escalations.
  13. Requirements Gathering: Gather technical requirements and provide level of effort estimates for customers.
What We're Looking For:

Basic Qualifications:

  1. 5+ years of experience in system and/or solution architecture.
  2. Expertise in various architectures, including web, enterprise, and SaaS, along with methodologies.
  3. Proven experience in leading complex front-end application development projects using best practices.
  4. Proficient in agile scrum methodologies for software development, with experience using JIRA or similar tools.
  5. Familiarity with front-end programming languages and frameworks such as JavaScript, React, and Vue.
  6. Strong understanding of customer support processes and infrastructure.
  7. Excellent instincts and ability to interface seamlessly with senior-level executives.
  8. Exceptional communication, interpersonal, and writing skills.
  9. Deep passion for customer service and its transformative potential for businesses.
  10. Strong organizational skills with the ability to multitask effectively under pressure.
  11. Capable of delivering consulting services both onsite and remotely.
  12. Bachelor's degree.
  13. Willingness and ability to travel domestically and internationally (up to 40%) when safe.

Preferred Qualifications:

  1. Proficiency in backend programming languages such as Ruby, Python, or C#.
  2. Extensive experience in Zendesk configuration and implementation approaches.
  3. Deep knowledge of the Zendesk App Framework and related SSO capabilities.
  4. Certifications: Zendesk Administrator Certification / Zendesk App Developer I Certification.
About Zendesk:

Zendesk is a customer service software company that helps businesses build rich, meaningful relationships with their customers. We operate in more than 20 countries around the world and are committed to simplifying the complexity of business.

We believe 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 while also giving our people the flexibility to work remotely for part of the week.

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