Senior Platform Architect (REMOTE)

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.

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.

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: 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.

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.
• 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.
• 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. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

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.

Zendesk believes 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 whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 View email address on click.appcast.io.