7 days ago
Responsibilities
- Advise enterprise executives and stakeholders on technical architecture, AI solutioning, and business value.
- Conduct technical discovery, scope opportunities, and manage complex proofs of concept for expansion and cross-sell initiatives.
- Demonstrate Zendesk headless capabilities and help customers embed Zendesk into workflows using MCP and A2A technology.
- Deploy Zendesk Agent Builder and Action Builder to design multi-step agentic workflows targeting automated resolution outcomes.
- Architect integrations between Zendesk, external AI platforms, and enterprise applications using MCP, APIs, iPaaS, and scalable integration patterns.
- Use Context Graph and Knowledge Graph connectors to connect federated enterprise data sources without data migration.
- Lead technical handoffs between presales and post-sales implementation teams and support ongoing deployment quality and expansion.
- Serve as a subject matter expert on Zendesk security, scalability, custom data models, and Zendesk Copilot implementations.
- Provide product feedback to Product Engineering and Product Marketing to shape the Zendesk AI architecture roadmap.
Requirements
- 8+ years of experience in enterprise system or solution architecture, technical presales, or professional IT consulting services.
- Experience architecting or deploying generative AI solutions, with exposure to prompt engineering, RAG frameworks, and agentic AI reasoning systems.
- Advanced expertise with RESTful APIs, JSON, web services, database design, data modeling, and MCP configurations.
- Deep familiarity with AWS, Azure, GCP, and enterprise iPaaS applications.
- Knowledge of SSO, OAuth, data privacy frameworks, and token-based AI authentication.
- Understanding of HTML, CSS, JavaScript, and modern SaaS application architectures.
- Ability to influence senior stakeholders, explain complex AI concepts as business outcomes, and deliver technical presentations onsite and remotely.
- Ability to manage multiple concurrent enterprise transformation accounts.
- Experience with large-scale customer service software or ITSM implementations is desirable.
- Experience with diagnostic analytics for root-cause and trend analysis is desirable.
- Familiarity with React, Vue, or Node.js is desirable.
- Practical experience using AI-augmented tools such as Claude Code or Cursor is desirable.
- Strong sales acumen and prior enterprise SaaS technical presales or solutions architecture experience are desirable.
Benefits
- Hybrid work model combining in-person collaboration at Zendesk offices with remote work for part of the week.
- Inclusive equal opportunity workplace with diversity, equity, and inclusion commitments.
- Reasonable accommodations are available for applicants with disabilities and disabled veterans.
Tech Stack
Categories
Solutions Engineering
About Zendesk
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