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Senior Technical Architect
1 month ago
Senior Technical Architect
At Zendesk, we're looking for a Senior Technical Architect to join our Professional Services team. As a key member of our team, you'll collaborate closely with customers to design and implement Zendesk environments that integrate seamlessly with their support practices and systems.
As a Senior Technical Architect, you'll be responsible for defining, documenting, and executing technical solutions that meet customer requirements. Your expertise will be crucial in enhancing the customer's overall experience with Professional Services and Zendesk.
Key Responsibilities- Customer Collaboration: Work closely with customers to understand their requirements and implement technical solutions that meet their needs.
- Use-Case Analysis: Analyze customer use cases to design successful Zendesk solutions.
- Design & Configuration: Execute design and configuration sessions with customers to ensure seamless integration with Zendesk.
- Documentation: Produce Technical Design Documents (TDD) and Zendesk Custom App Specification Documents based on customer needs.
- Testing & Defect Resolution: Perform functional testing and collaborate with Zendesk developers on defect resolution.
- System Integration: Document customer technical systems to identify efficient integration solutions with Zendesk.
- Consulting Support: Assist the Consulting team with functional design and configuration of Zendesk.
- Project Leadership: Lead technical projects involving multiple development and architecture resources.
- Mentorship: Mentor junior colleagues on best practices and new technologies.
- Project Management: Engage in multiple paid projects concurrently.
- Product Expertise: Maintain technical product expertise across the entire Zendesk product line.
- Escalation Management: Respond to high-profile, high-impact customer escalations.
- Requirements Gathering: Gather technical requirements and provide level of effort estimates for customers.
- 5+ years of experience in System and/or Solution Architecture.
- Expertise in various architectures, including Web, Enterprise, and SaaS, along with methodologies.
- Proven experience in leading complex front-end application development projects using best practices.
- Proficient in agile scrum methodologies for software development, with experience using JIRA or similar tools.
- Familiarity with front-end programming languages and frameworks such as JavaScript, React, and Vue.
- Strong understanding of customer support processes and infrastructure.
- Excellent instincts and ability to interface seamlessly with senior-level executives.
- Exceptional communication, interpersonal, and writing skills.
- Deep passion for customer service and its transformative potential for businesses.
- Strong organizational skills with the ability to multitask effectively under pressure.
- Capable of delivering consulting services both onsite and remotely.
- Bachelor's degree.
- Willingness and ability to travel domestically and internationally (up to 40%) when safe.
- Proficiency in backend programming languages such as Ruby, Python, or C#.
- Extensive experience in Zendesk configuration and implementation approaches.
- Deep knowledge of the Zendesk App Framework and related SSO capabilities.
- Certifications: Zendesk Administrator Certification / Zendesk App Developer I Certification.
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.
We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere.
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.
