23 hours ago
Dublin, Ireland or London, United KingdomSenior
Responsibilities
- Design scalable, secure, and supportable AI-first architectures for automation, self-service, agent assist, intelligent routing, and other Zendesk AI use cases.
- Lead technical discovery sessions, define solution scope, and translate customer business requirements into technical architectures.
- Advise customers on architecture, integrations, data readiness, governance, implementation tradeoffs, and operational readiness.
- Guide delivery teams through implementation while ensuring technical quality, scope alignment, and execution.
- Identify opportunities to extend Zendesk through APIs, app frameworks, automation, and custom integrations.
- Diagnose product gaps and technical constraints and recommend validated workarounds or alternative designs.
- Collaborate with Sales, Customer Success, Support, Product, and Professional Services on customer strategy, risks, dependencies, and roadmap considerations.
Requirements
- 5+ 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, or Ada.
- 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 integrations and solution design across web, backend, and/or mobile environments.
- Experience leading customer discovery sessions and presenting technical solutions to technical and executive audiences.
- 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 experience in SaaS Professional Services, Zendesk or comparable CRM/CX platforms, AI concepts for customer experience, proofs of concept, project management, negotiation, and app framework or custom development.
- Preferred programming experience with JavaScript, Python, Ruby, Java, or C#.
- Zendesk Support Administrator Expert Certification is preferred.
Benefits
- Hybrid work model combining onsite collaboration with remote flexibility; the specific in-office schedule is determined by the hiring manager.
- Remote flexibility is available for part of the week.
- The role may require supporting customer needs across time zones.
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.