Senior Technical Architect

1 month ago

Québec, Quebec, Canada Zendesk Full time
Job Title: Senior Technical Architect

About the Role:

We are seeking a highly skilled Senior Technical Architect to join our Professional Services team at Zendesk. As a Senior Technical Architect, you will play a critical role in designing and implementing Zendesk solutions for our customers, ensuring seamless integration with their support practices and systems.

Key Responsibilities:

  1. Customer Collaboration: Collaborate closely with customers to understand their technical requirements and design optimal Zendesk solutions.
  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, either onsite or remotely.
  4. Documentation: Produce Technical Design Documents (TDD) and Zendesk Custom App Specification Documents based on customer needs.
  5. Testing & Defect Resolution: Perform functional testing as per TDD and collaborate with Zendesk developers on defect resolution.
  6. System Integration: Document customer technical systems to identify the most efficient integration solutions with Zendesk.
  7. Consulting Support: Assist the Consulting team with the 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 several paid projects concurrently.
  11. Product Expertise: Maintain technical product expertise across the entire Zendesk product line.
  12. Escalation Management: Confidently respond to high-profile, high-impact customer escalations.
  13. Requirements Gathering: Gather technical requirements and provide level of effort estimates for customers.

Requirements:

  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.

Certifications:

Zendesk Administrator Certification / Zendesk App Developer I Certification

Where We Work:

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

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