- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 10 ಗಂಟೆಗಳು ಹಿಂದೆ
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- Work from home
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Job description
About Zendesk and Role Overview
Zendesk is dedicated to simplifying business complexities by creating software that connects companies and customers effortlessly. With the landmark acquisition of Forethought in March 2026, Zendesk is advancing intelligent AI-powered agents designed to deliver outstanding customer resolutions and scalable impact.
As a Platform Architect for Forethought AI, you will play a central role bridging technical strategy and enterprise customer transformation. This position involves partnering with Enterprise Account Executives and clients to design complex workflow automations and voice integrations, offering significant creative autonomy and influence on product development while proving generative AI's business value.
Key Responsibilities
- Lead presales technical efforts, acting as the main expert supporting client, sales, and product/engineering teams.
- Conduct detailed discovery and scoping sessions; develop technical designs and rapidly build prototype applications to validate platform capabilities.
- Create compelling platform demos that translate complex workflows into clear business value stories for executives.
- Manage Proof of Value projects independently, guiding customers through trial phases with precise success metric evaluations.
- Provide expert advice on Zendesk’s platform architecture, APIs, webhooks, and cloud ecosystem including AWS.
- Consult customers on generative AI implementation to enhance customer service operations and scale efficiency.
- Convert technical solution scopes and dependencies into Statements of Work for smooth handoff to implementation teams.
Qualifications and Experience
- Minimum 5 years professional experience with at least 3 years in presales engineering, technical consulting, or enterprise architecture within the SaaS industry.
- Solid background in modern web architectures, integration techniques using REST/GraphQL APIs, and corporate system data flows.
- Strong conceptual and applied knowledge of AI, machine learning, natural language processing, and deploying large language models in enterprises.
- Excellent communication and networking skills capable of converting deep technical insights into business value for C-level stakeholders.
- Ability to efficiently manage multiple complex projects with resourcefulness in a dynamic environment.
- Domain knowledge of helpdesk, CRM, and customer experience technologies such as Zendesk, Salesforce Service Cloud, or ServiceNow.
- Experience in programming or scripting (e.g., Python, JavaScript) and web technologies for prototyping and data manipulation.
Preferred Skills and Certifications
- Hands-on experience with AWS or comparable cloud platforms designing integrations.
- Certification or extensive experience with strategic enterprise sales methodologies like MEDDPICC.
- Deep understanding of customer support operations, contact center architectures, or automation and bot platforms.
Additional Information
Zendesk values diversity, equity, and inclusion and provides reasonable accommodations for applicants with disabilities. The recruitment process may involve AI or automated systems for evaluation following company policies and laws.
This role offers a hybrid-working model, combining remote flexibility and in-person collaboration at Zendesk offices.