Platform Architect

🕒 June 25

🌐 Australia, New Zealand – Remote

🇦🇺 Australia – Remote 🇳🇿 New Zealand – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔙 Backend Engineer

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

💼 Consulting

📣 Marketing

📦 Logistics

💰 Grant on 2019-09

Consulting • Marketing • Logistics

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• Serve as the primary pre-sales technical leader and subject matter expert, guiding technical relationships between clients, sales teams, and core Product/Engineering teams • Lead deep-dive discovery and scoping sessions to assess client needs; create detailed technical design specifications and build rapid-prototype mini-applications to demonstrate platform feasibility • Design, configure, and deliver high-impact platform demonstrations that seamlessly articulate complex technical workflows into clear business narratives for executive stakeholders • Scope, configure, and lead customers through rigorous Proof of Value (PoV) trials with minimal supervision, meticulously managing evaluations against defined success metrics • Provide advanced guidance on Zendesk’s platform architecture, integration capabilities (APIs, webhooks), and cloud ecosystem patterns (AWS and cloud technologies) • Act as a trusted advisor to evaluate existing customer service operations and advise clients on generative AI best practices to optimize efficiency, scale, and long-term customer satisfaction • Translate validated technical solution scoping, dependencies, and architecture requirements directly into Statements of Work (SOW), ensuring a flawless handover to Post-Sales Implementation teams.

🎯 Requirements

• Minimum of 5 to 8 years of related professional experience in pre-sales engineering, technical consulting, or enterprise architecture within the Software/SaaS industry • Hands-on experience working with programming or scripting languages (e.g., Python, JavaScript) and web technologies (HTML) for prototyping and data parsing • Solid understanding of modern web architectures, data flows, and integrating corporate systems via standard web technologies and APIs (REST, GraphQL, etc.) • Strong conceptual and practical familiarity with core AI, Machine Learning, and Natural Language Processing (NLP) concepts, including enterprise deployment of Large Language Models (LLMs) • Exceptional communication skills with the ability to build formal internal and external networks, translating deep technical capabilities into quantifiable business value for C-level executives • Familiarity with foundational Helpdesk, CRM, or CX technology ecosystems (e.g., Zendesk, Salesforce Service Cloud, ServiceNow, or Genesys).

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options