Senior Platform Architect

About the Role

The Senior Platform Architect (PA) is responsible for all technical, solution, and competitive aspects of the Zendesk AI customer engagement. PAs must be customer and solution obsessed, extremely technically savvy, and have demonstrated success selling to Enterprise and/or Mid-Market executives. They must convince C-level and director-level executives of the technical merits and business value of the software solution.

Responsibilities

• Seamlessly transition prospects into successful, lifelong customers through sales, consulting, and implementation of Mid-Market and Enterprise software solutions (including Zendesk, Salesforce, ITSM, and BI).
• Drive new product development with a strong product instinct and passion for AI and automation.
• Solve complex business challenges by mapping RFI/RFP requirements to software solutions, designing technical architecture, and scoping, leading, and executing high-impact customer trial plans.
• Deliver production-grade AI and LLM solutions with a focus on outcomes, accuracy, and efficiency.
• Build strong cross-functional relationships, align pre- and post-sales teams, and clearly translate technical concepts for senior stakeholders.
• Thrive in fast-moving and ambiguous environments, working smarter and traveling as needed to drive client success.

Qualifications

• 5+ years of technical customer-facing leadership in solutions engineering, technical consulting, and enterprise implementation.
• Proven track record driving end-to-end delivery of production-grade software.
• Experience managing the entire lifecycle of a solution, from rigorous testing and validation to continuous performance optimization.
• Highly adaptable professional who thrives in fast-paced environments and actively shapes and designs solutions.

Skills

• Technical Foundation: Comfortable writing code, working deeply with APIs, and utilizing JSON query/transformation languages to build and validate complex integrations.
• AI & Conversational Intelligence: Practical experience developing, selling, and building around Artificial Intelligence, including conversational BOTs (e.g., Amazon Lex) and cutting-edge LLM/AI agent ecosystems (prompt engineering, evaluation frameworks, guardrails, and workflow design).
• Enterprise Architecture & Security: Deep understanding of SaaS platforms (Salesforce, Zendesk, etc.), data pipelines, and enterprise ticketing systems, combined with a strong grasp of associated security and compliance considerations.
• Technical Documentation: Adept at creating comprehensive customer journey maps and technical architecture blueprints.
• Cross-Functional Communication: Exceptional presentation skills with the ability to translate complex technical concepts into clear implementation plans for both non-technical audiences and senior technical stakeholders.

Pay

The US annualized OTE (On Target Earnings) range for this position is $200,000.00–$300,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. The offer will be based on job-related capabilities, applicable experience, and work location.