Zendesk Architect

Job Summary

Owning the strategic design and optimization of a comprehensive Zendesk instance, the full-time hybrid Zendesk Architect will manage system administration, streamline workflows, and ensure cross-functional consistency while collaborating with Customer Support and technical teams.

Key responsibilities

• Centralize Zendesk administration across all Customer Support teams, auditing and optimizing workflows for scalability
• Drive the ongoing optimization of Zendesk's advanced capabilities, including AI features and integrations with other platforms
• Lead continuous improvement initiatives and manage change to align support teams with updated processes and tools

Required qualifications

• 5+ years in Customer Support Operations or CX Technology, with 3+ years as a Zendesk Administrator or Architect in enterprise settings
• Proven ability to coordinate and influence multiple support departments and technical teams without direct authority
• Deep understanding of Zendesk APIs, Webhooks, and third-party integrations, particularly with Atlassian and HubSpot
• Hands-on experience with Zendesk WFM and AI/automation tools within the Zendesk ecosystem
• Degree in Computer Science, Information Systems, Business, or equivalent practical experience