Senior Platform Architect

Zendesk
Paris
Workplace: HybridFull timeFunction: DevOps, Cloud & InfrastructureSkills: ["Communication","Stakeholder management","Technical presentation","Cross-functional collaboration","Prioritization"]

Serve as a senior technical strategist for enterprise customers, helping them unlock the Zendesk AI Resolution Platform through next-generation service solution architecture. Act as a technical advisor to the enterprise sales organization, driving ARR impact via discovery, scoping, and managing complex POCs. Architect autonomous agentic workflows, secure integrations with external AI platforms and enterprise systems, and lead hand-offs to ensure successful “Road to 80%” AI automation outcomes.

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FursaFursa
Zendesk
Zendesk
5 days ago

Senior Platform Architect

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Serve as a senior technical strategist for enterprise customers, helping them unlock the Zendesk AI Resolution Platform through next-generation service solution architecture. Act as a technical advisor to the enterprise sales organization, driving ARR impact via discovery, scoping, and managing complex POCs. Architect autonomous agentic workflows, secure integrations with external AI platforms and enterprise systems, and lead hand-offs to ensure successful “Road to 80%” AI automation outcomes.
Location: Paris
Workplace: Hybrid
Employment Type: Full time
Job Function: DevOps, Cloud & Infrastructure
Seniority: Mid level

Key Responsibilities

  • •Partner with sales engineers and business consultants to communicate complex AI architecture and business value to C-suite and director-level executives.
  • •Drive ARR and pipeline through technical discovery, scoping, and successful management of complex POCs for expansion and cross-sell.
  • •Architect autonomous, multi-step agentic workflows using Zendesk Agent Builder and Action Builder to support high automation targets.
  • •Design secure integrations connecting Zendesk to external AI platforms and enterprise applications using MCP, APIs, and iPaaS patterns, including knowledge and memory engineering with graph-based approaches.
  • •Lead the technical hand-off between pre-sales and post-sales teams and act as an SME on platform security, scalability, data models, and Copilot implementations.

Key Requirements

  • •8–10+ years in enterprise system/solution architecture, technical presales, or professional IT consulting.
  • •Exposure to architecting and deploying generative AI/LLM solutions including prompt engineering, Retrieval-Augmented Generation (RAG), and agentic AI reasoning systems.
  • •Advanced expertise with RESTful APIs, JSON, web services, database design, data modeling, and Model Context Protocol (MCP) configurations.
  • •Deep familiarity with cloud ecosystems (AWS, Azure, GCP) and orchestrating enterprise data using iPaaS applications.
  • •Experience with enterprise security and compliance including SSO, OAuth, data privacy frameworks, and token-based AI authentication.
Experience:Enterprise SaaSAIMachine learningCustomer serviceIT consulting
Skills:CommunicationStakeholder managementTechnical presentationCross-functional collaborationPrioritization
Tech Stack:Zendesk Resolution PlatformZendesk Agent BuilderAction BuilderZendesk MCP (Model Context Protocol) ServerRESTful APIsJSONIPaaSSingle Sign-On (SSO)OAuthHTMLCSSJavaScriptAWSAzureGCPSharePointConfluenceGoogle DriveZendesk Context GraphKnowledge Graph

Company Brief

Zendesk
Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 4.0
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