Platform Architect

Zendesk

Platform Architect designing sophisticated AI solutions for customer experience. Leading pre-sales technical relationships and guiding enterprise customer transformation initiatives.

Posted 6/25/2026full-timeRemote • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSCloudGraphQLJavaScriptPythonServiceNow

About the role

Key responsibilities & impact

Serve as the primary pre-sales technical leader and subject matter expert, guiding technical relationships between clients, sales teams, and core Product/Engineering teams
Lead deep-dive discovery and scoping sessions to assess client needs; create detailed technical design specifications and build rapid-prototype mini-applications to demonstrate platform feasibility
Design, configure, and deliver high-impact platform demonstrations that seamlessly articulate complex technical workflows into clear business narratives for executive stakeholders
Scope, configure, and lead customers through rigorous Proof of Value (PoV) trials with minimal supervision, meticulously managing evaluations against defined success metrics
Provide advanced guidance on Zendesk’s platform architecture, integration capabilities (APIs, webhooks), and cloud ecosystem patterns (AWS and cloud technologies)
Act as a trusted advisor to evaluate existing customer service operations and advise clients on generative AI best practices to optimize efficiency, scale, and long-term customer satisfaction
Translate validated technical solution scoping, dependencies, and architecture requirements directly into Statements of Work (SOW), ensuring a flawless handover to Post-Sales Implementation teams.

Requirements

What you’ll need

Minimum of 5 to 8 years of related professional experience in pre-sales engineering, technical consulting, or enterprise architecture within the Software/SaaS industry
Hands-on experience working with programming or scripting languages (e.g., Python, JavaScript) and web technologies (HTML) for prototyping and data parsing
Solid understanding of modern web architectures, data flows, and integrating corporate systems via standard web technologies and APIs (REST, GraphQL, etc.)
Strong conceptual and practical familiarity with core AI, Machine Learning, and Natural Language Processing (NLP) concepts, including enterprise deployment of Large Language Models (LLMs)
Exceptional communication skills with the ability to build formal internal and external networks, translating deep technical capabilities into quantifiable business value for C-level executives
Familiarity with foundational Helpdesk, CRM, or CX technology ecosystems (e.g., Zendesk, Salesforce Service Cloud, ServiceNow, or Genesys).

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

PythonJavaScriptHTMLAPIsRESTGraphQLMachine LearningNatural Language ProcessingLarge Language Modelsweb technologies

Soft Skills

communication skillstrusted advisornetwork buildingtechnical consultingclient relationship managementbusiness value translationproblem-solvingleadershipscopingevaluation management