Senior Platform Architect

Location: Austin, Texas, United States of America | Madison, Wisconsin, United States of America | San Francisco, California, United States of America Requisition ID: R35034 Position_Type: Full time Job Description The Senior Platform Architect (PA) is responsible for all technical, solution, and competitive aspects of the Zendesk AI customer engagement. PA's must be customer and solution obsessed and extremely technically savvy. They must have demonstrated success selling to Enterprise and/or Mid Market executives, and convincing C-level and director level executives of the technical merits and business value of the software solution. What you bring to the role Customer-Obsessed Enterprise Expertise: A dedicated and people-first professional with a proven track record selling, consulting on, and implementing Mid-Market and Enterprise software solutions (including Zendesk, Salesforce, ITSM, and BI), focused on seamlessly transitioning prospects into successful, lifelong customers. Driven & Entrepreneurial Spirit: A self‑motivated builder with a strong product instinct, possessing a passion for AI and automation, an innate curiosity to uncover new technical efficiencies, and the agility to influence new product development. Solution‑Oriented Scoping & Strategy: Highly skilled at solving complex business challenges by mapping RFI/RFP requirements to software solutions, designing technical architecture, and scoping, leading, and executing high‑impact customer trial plans. Technical Foundation & Analytical Execution: Fluent with AI and LLM technology to deliver production‑grade solutions with a focus on outcomes, accuracy and efficiency. Exceptional Communication & Influence: Outstanding interpersonal and persuasive presentation skills, with the ability to build strong cross‑functional relationships, align pre‑ and post‑sales teams, and clearly translate technical concepts for senior stakeholders. Dedicated & Adaptable Execution: An organized, efficient professional committed to working smarter, thriving in fast‑moving and ambiguous environments, and willing to travel whenever needed to drive client success. Preferred Qualifications 5+ Years of Technical Customer‑Facing Leadership: Proven track record in solutions engineering, technical consulting, and enterprise implementation, driving the end‑to‑end delivery of production‑grade software. Robust Technical Foundation: Comfortable writing code, working deeply with APIs, and utilizing JSON query/transformation languages to build and validate complex integrations. Structured Execution & Iteration: Experience managing the entire lifecycle of a solution, from rigorous testing and validation to continuous performance optimization. Ambiguous Problem Solving: Highly adaptable professional who thrives in fast‑paced environments, possessing the unique ability to actively shape and design solutions rather than just executing predefined tasks. AI & Conversational Intelligence: Practical experience developing, selling, and building around Artificial Intelligence, including conversational BOTs (e.g., Amazon Lex) and cutting‑edge LLM/AI agent ecosystems (prompt engineering, evaluation frameworks, guardrails, and workflow design). Enterprise Architecture & Security: Deep understanding of SaaS platforms (Salesforce, Zendesk, etc.), data pipelines, and enterprise ticketing systems, combined with a strong grasp of associated security and compliance considerations. Technical Documentation: Adept at creating comprehensive customer journey maps and technical architecture blueprints. Cross‑Functional Communication: Exceptional presentation skills with a demonstrated ability to translate complex technical concepts into clear implementation plans for both non‑technical audiences and senior technical stakeholders. The US annualized OTE (On Target Earnings) range for this position is $200,000.00-$300,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. Zendesk is an equal opportunity employer, and we are 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. 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 View email address on click.appcast.io with your specific accommodation request. #J-18808-Ljbffr