Zendesk Solution Architect

5–10+ years of experience designing and implementing Zendesk solutions across enterprise environments. Hands-on expertise with Zendesk Support, Guide, Sell, Explore, Sunshine (CRM & custom objects), WFM/QA, and App Framework. Strong understanding of modern CCaaS platforms (e.g., Amazon Connect, Genesys Cloud CX, NICE, Five9) and how Zendesk integrates with them. Familiarity with multi-cloud and hyperscaler ecosystems (AWS strongly preferred). Proven experience in pre-sales solutioning, including discovery leadership, scoping, architecture design, and client-facing presentations. Experience leading delivery teams, reviewing solutions, and mentoring developers/administrators. Ability to translate CX strategy into technical implementation paths across CRM, CCaaS, and data/AI layers. Strong communication, executive-facing presence, and the ability to simplify complex concepts.

Serve as the primary technical architect for Zendesk-aligned opportunities across North America. Lead discovery, solution shaping, use-case definition, integration patterns, and scoping for the full Zendesk portfolio. Provide architectural oversight on active engagements to ensure quality, scalability, and alignment to best practices. Mentor a pod of multi-cloud technologists across CRM, CCaaS, and AI domains. Help refine and mature CRM strategy as it relates to CCaaS evolution and hyperscaler partnership. Represent the Zendesk capability within internal and external forums. Partner with Sales, Alliances, and practice leadership to support RFP responses, demos, client briefings, and workshops. Translate business goals into platform architecture that fits within a modern, multi-cloud CX ecosystem. Create repeatable assets, templates, reference architectures, and estimation frameworks. Guide teams on the intersection of Zendesk with CCaaS and enterprise systems. Provide thought leadership on platform evolution, releases, CX orchestration, data connectivity, and AI-driven service models.