The Senior Platform Architect at Zendesk acts as a technical strategist for large enterprise customers, designing AI-powered resolution solutions and helping transform traditional support centers into Autonomous Service Workforces while guiding the enterprise sales team to win technical deals.
The role combines executive advisory, driving ARR through strategic discovery and proof-of-concept management, and positioning Zendesk’s headless capabilities to embed the platform into customer workflows via MCP and integrations.
Architectural duties include autonomous service deployment using Zendesk Agent Builder and Action Builder to target around 80% automated resolutions, along with modern ecosystem integration using MCP, APIs, iPaaS, and knowledge/memory engineering with Context Graph and Knowledge Graph connectors.
Required qualifications include 8+ years in enterprise solutions architecture or related fields, strong AI/LLM literacy, advanced API and integration skills, cloud and security expertise, and superb communication to influence senior stakeholders in fast-paced environments.
Zendesk emphasizes a hybrid work model, equal opportunity and inclusion, and accommodations for applicants with disabilities, noting that AI may be used to screen applications and providing a process to request accommodations.
