1 month ago
Dublin, Ireland or London, United KingdomMid Level
Responsibilities
- Design scalable, supportable, and secure AI-first architectures for Zendesk customer experience use cases.
- Lead customer-facing technical discovery sessions, define solution scope, and translate business requirements into technical architecture.
- Guide AI rollout planning, change considerations, operational readiness, and long-term adoption.
- Advise customers on architecture, integrations, data readiness, governance, implementation tradeoffs, and measurable business outcomes.
- Partner with delivery teams to guide implementation quality, scope alignment, and execution.
- Collaborate with Sales, Customer Success, Support, Product, and Professional Services on customer strategy, risks, dependencies, and roadmap considerations.
- Identify opportunities for APIs, app framework solutions, automation, and custom integrations.
- Diagnose product gaps and technical constraints and recommend validated workarounds or design alternatives.
Requirements
- At least 3 years of experience in architecture, machine learning engineering, solutions architecture, or technical consulting.
- Experience designing and delivering AI/ML solutions in production.
- Experience with AI-powered service tools, automation platforms, or conversational AI solutions such as Decagon, Forethought, Ada, or similar.
- Experience evaluating data readiness, governance, and operational readiness for AI solutions.
- Experience in SaaS, enterprise software, or customer experience technology environments.
- Hands-on experience with RESTful APIs, integrations, and solution design across web, backend, and/or mobile environments.
- Experience leading customer discovery sessions and translating business requirements into technical architecture.
- Ability to present technical solutions to technical teams and executive stakeholders.
- Strong stakeholder management, consulting, collaboration, analytical, and problem-solving skills.
- Bachelor’s degree in Computer Science, Engineering, Business, or equivalent professional experience.
- Fluency in English and German.
- Preferred: SaaS Professional Services experience; Zendesk products or comparable CRM/CX platforms; relevant AI concepts; proof-of-concept design; project management and negotiation skills; programming in JavaScript, Python, Ruby, Java, or C#; Zendesk Support Administrator Expert Certification; and experience extending products through app frameworks or custom development.
Benefits
- Hybrid work model balancing onsite collaboration with remote flexibility, with the specific in-office schedule determined by the hiring manager.
- Inclusive equal opportunity workplace with reasonable accommodation support.
Tech Stack
Categories
Solutions Engineering
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.