Description
Customer experience is being transformed by AI-driven innovation. At Zendesk, we're leading this shift by expanding our AI-powered Resolution Platform and deepening our Professional Services capabilities. As a Technical Architect, AI-Powered Customer Experience, you will help customers design, implement, and scale intelligent customer service solutions that deliver measurable business value.
As a technical expert, solution designer, and trusted advisor, you will help customers translate business goals into scalable AI-first architectures. You'll lead discovery, shape solution strategy, remove technical roadblocks, and guide customers toward successful adoption of Zendesk AI capabilities.
The overarching objective for this role is to accelerate customers' time-to-value by designing and enabling AI-first Zendesk solutions that drive adoption, automation, and measurable business impact from discovery through scale.
Responsibilities:
- Design scalable, supportable, and secure AI-first architectures that enable automation, self-service, agent assist, intelligent routing, and other Zendesk AI use cases.
- Guide customers through rollout planning, change considerations, and operational readiness to support long-term AI adoption while leveraging AI tools to enhance individual and team workflows for greater efficiency.
- Ensure solution decisions are tied to measurable improvements in containment, deflection, productivity, resolution speed, customer satisfaction, and operational efficiency.
- Lead customer-facing discovery sessions to understand business challenges, technical constraints, and high-value AI opportunities.
- Act as a trusted technical advisor, helping customers make informed decisions about architecture, integrations, data readiness, and implementation tradeoffs.
- Partner with delivery teams to translate solution designs into successful implementations, ensuring technical quality, alignment to scope, and strong execution.
- Work closely with Sales, Customer Success, Support, Product, and Professional Services to align on customer strategy, risks, dependencies, and roadmap considerations.
- Identify opportunities to extend Zendesk through APIs, app framework solutions, automation, and custom integrations where needed.
- Diagnose product gaps, technical constraints, or workflow limitations and recommend validated workarounds or design alternatives that preserve business outcomes.
Requirements:
- 3+ years 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
- 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 both technical teams and executive stakeholders
- Strong stakeholder management, consulting, and collaboration skills
- Bachelor's degree in Computer Science, Engineering, Business, or equivalent professional experience
- Fluency in English and German, with the ability to communicate clearly with technical and executive audiences
Nice to Have:
- Experience in a SaaS Professional Services environment
- Experience with Zendesk products at an Admin or Developer level, or similar CRM/CX platforms
- Familiarity with AI concepts relevant to CX
- Experience designing proofs of concept and validating technical approaches before implementation
- Strong project management and negotiation skills
- Programming experience in languages such as JavaScript, Python, Ruby, Java, or C#
- Zendesk Support Administrator Expert Certification