Job Title: Zendesk Architect Location: Hyderabad Experience: 7-12 Years Notice Period: Immediate to 30 Days Preferred Job Type: Full-Time Job Summary We are looking for a strategic and experienced Zendesk Architect to lead the development, optimization, and future roadmap of our Zendesk platform. This role is crucial in driving automation, improving agent productivity, and delivering exceptional customer experience through intelligent, scalable solutions. You will work closely with the Customer Experience Technology & Innovation and Customer Service Operations teams, aligning Zendesk capabilities with business goals to achieve a high level of platform automation and operational excellence. Roles & Responsibilities Strategic Platform Leadership Define and implement the long-term architecture and roadmap of Zendesk. Design scalable workflows that support multiple languages, sales channels, and varied customer needs. Drive integration and strategic use of Autonomous AI Agents to enhance automation and efficiency. Set platform standards and best practices to reduce maintenance and support rapid business changes. Team Management & Collaboration Lead and mentor the Zendesk AI Specialist to align execution with platform strategy. Work with cross-functional stakeholders to understand evolving requirements and guide platform evolution. Provide advisory input on platform configuration, automation flows, and architecture improvements. Platform Optimization & Performance Monitor Zendesk platform performance, integrations, and AI agent utilization. Ensure seamless integration with third-party systems (e.g., IVR, Chatbots, CRMs). Identify and implement enhancements that improve customer experience and operational KPIs. Scalability & Reliability Ensure the Zendesk platform is robust, scalable, and adaptable to business growth and complexity. Proactively manage updates and changes aligned with industry best practices and organizational needs. Drive innovation and ensure the platforms reliability under varied operational loads. Key Skills Required Strong experience in Zendesk architecture and enterprise implementation. Proven hands-on expertise in deploying Zendesk Autonomous AI Agents . In-depth knowledge of Zendesk integrations with third-party tools, APIs, and automation frameworks. Excellent leadership, problem-solving, and stakeholder management abilities. Ability to translate business requirements into scalable, maintainable, and efficient technical solutions. Experience working with multilingual and multi-channel support environments. Preferred Qualifications Bachelors or Master’s degree in Computer Science, IT, or related field. Zendesk certifications (Admin, Support, or Architect-level preferred). Familiarity with CX tools, AI-driven automation platforms, and analytics dashboards. Employment Type: Full-Time Industry: IT Services / BPO / SaaS / Customer Support Tech Function Area: IT – Software / Customer Experience Technology Role Category: Technical Architect / Platform Owner
