Technical Architect

Skip to main contentThis website uses cookies to improve your web experience. By using the site, you agree to the use of cookies. Privacy PolicyDeclineAccept CookiesEnglishSign InTechnical Architect page is loadedTechnical ArchitectApplyremote typeIn OfficelocationsPune, Indiatime typeFull timeposted onPosted 28 Days Agojob requisition idR34285Job DescriptionWhy This Role? Why Now?Zendesk is the intelligent heart of customer experience, powering billions of conversations for world-class brands. As a Technical Architect, you aren't just a coder; you are a consultant and a visionary. You will join our Professional Services team to bridge the gap between complex business problems and elegant technical solutions. With our "AI-first" vision in full swing, this is your chance to lead high-stakes customer discovery and shape the future of CX architecture.Who we’re looking for?We are seeking a curious problem-solver with a strong consulting background and a customer-centric mindset. You should be someone who loves to lead technical discovery sessions, thrives in ambiguity, and can translate dense technical jargon into simple, actionable messages for executive stakeholders.What you’ll be doingDeep Discovery: Lead customer-facing discovery sessions to uncover business pain points and craft bespoke solution designs.Solution Crafting: Design, prototype (POC), and present technical architectures that integrate Zendesk into diverse customer workflows.Technical Leadership: Act as the ultimate authority on the architecture designed to solve client problems, overseeing technical aspects from inception to delivery.Collaboration: Partner with cross-functional teams including Sales, Support, and Product to validate implementation solutions and influence the product roadmap.Problem Solving: Identify product gaps and suggest validated workarounds or custom App Framework solutions.What you bring to the role?Consultative Approach: Proven experience in a client-facing technical role, managing expectations regarding scope, deadlines, and technical constraints.Technical Breadth: Hands-on experience with RESTful APIs and multi-platform development (Web, Mobile, Backend).Communication Mastery: The ability to simplify complex concepts for non-technical audiences while holding your own in deep-dives with Lead Developers.Agility: A resilient mindset that recovers quickly from setbacks and adapts to shifting project realities.Basic QualificationsBachelor’s Degree or equivalent professional experience.6+ years of professional work experienceExperience in the computer software (SaaS) industry, specifically in delivering consulting or software product implementation services.Hands-on programming experience with languages such as Ruby, Python, Java, C#, or JavaScript.Deep experience with RESTful APIs and developing applications on the backend (servers/databases) and client-side.Currently living in or willing to relocate to Pune (self-funded) with a commitment to a 3x weekly in-office hybrid schedule.Ability to work shifting schedules to support AMER, APAC, and EMEA time zonesPreferred QualificationsExperience in a SaaS Professional Services environment.Expert-level project management and negotiation skills.Experience with Zendesk products (Admin or Developer level) or similar CRM platforms (Salesforce, ServiceNow, Freshdesk, Genesys, etc.).Acumen in AI and AI platforms (e.g., Decagon, Forethought, Ada).#LI-MJ1Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be...