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описание
Zendesk provides customer service software designed to bring calm to customer service interactions. Its platform powers billions of conversations between brands and their customers.
задачи
Advise enterprise executives on technical value, solution designs, and AI business outcomes
Conduct technical discovery, scope solutions, and manage Proof of Concepts for expansion and cross-sell opportunities
Demonstrate Zendesk’s headless capabilities and help customers embed the platform into workflows, including through MCP and, where applicable, A2A integrations
Design and deploy multi-step agentic workflows using Zendesk Agent Builder and Action Builder to help customers reach an 80% automated resolution target
Architect integrations between Zendesk, external AI platforms, and enterprise applications using MCP servers, APIs, iPaaS, and scalable integration patterns
Integrate unstructured, federated enterprise data sources into customers’ AI ecosystems using Zendesk’s Context Graph and Knowledge Graph connectors, without data migration
Lead technical handoffs between presales and post-sales implementation teams, supporting deployment success, continuous quality assurance, and expansion
Serve as a subject matter expert on Zendesk platform security, global scalability, custom data models, and Zendesk Copilot implementations
Partner with Product Engineering and Product Marketing to shape the future roadmap of Zendesk’s AI architecture
требования
8+ Years of experience in enterprise systems or solutions architecture, technical presales, or professional IT consulting
Experience architecting and deploying generative AI solutions, prompt engineering, RAG frameworks, and agentic AI reasoning systems
Advanced expertise with RESTful APIs, JSON, web services, database design, data modeling, and MCP configurations
Deep familiarity with AWS, Azure, and GCP cloud environments
Experience designing and orchestrating enterprise data integrations using iPaaS solutions
Comprehensive knowledge of SSO, OAuth, data privacy frameworks, and token-based authentication for AI systems
Solid understanding of HTML, CSS, JavaScript, and modern SaaS application architectures
Ability to influence senior stakeholders, communicate technical AI concepts as business outcomes, and deliver technical presentations on-site and remotely
Ability to prioritize multiple complex, concurrent transformation accounts
Будет плюсом: large-scale enterprise customer service software or ITSM implementations, advanced diagnostic analytics for root-cause and trend analysis, React or Vue, Node.js, AI-augmented tools such as Claude Code or Cursor, enterprise SaaS or CX technical presales or solutions architecture, Salesforce Service Cloud, ServiceNow, Intercom Fin, Freshworks
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