TECHNICAL ARCHITECT

Technical Architect - What you will be doing Understanding customers functional and technical requirements, with the objective of mapping them to business-minded goals wrapped around Zendesk functionality. Providing recommendations based on your technical knowledge and experience, and being ultimately responsible for definition, documentation, and execution of the appropriate technical solutions. Working alongside a Zendesk Professional Services project team - including Engagement Managers, Services Consultants, Developers, Quality Assurance Analysts - on various activities within a customer engagement, acting as the technical solution designer and owner. Asking questions and digging into the customers use-case, capturing the business problem we are solving together, and finally designing their Zendesk in order for the customer to be successful. Leading and/or participating in design and configuration sessions/workshops with customers and partners. Producing Technical Design Documents, Technical Guidance Documents, and Zendesk custom application or integration Specification Documents. Supporting the development and testing of custom solutions, working closely with Zendesk Developers and Quality Assurance Analysts on defect resolution. Supporting the functional design and configuration of Zendesk, working with Zendesk Services Consultants and Engagement Managers. Conducting technical training sessions, handover sessions, and knowledge transfer sessions. Liaising and communicating with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables. Leading, contributing, or participating on several projects concurrently. Maintaining technical product expertise across the entire Zendesk product line. Responding to high-profile, high-impact customer escalations in a confident manner. Supporting the pre-sales team in gathering technical requirements and providing solutions and estimates to customers. What you bring to the role 3+ years system, technical or solution architecture experience Experience with various architectures (Web, Enterprise, SaaS) and methodologies Experience with RESTful and JSON API implementation and integration approaches Experience with Web development (React, VueJs) Good understanding of customer support processes and infrastructure Excellent instincts and ability to interface at a senior level with ease Excellent communication, interpersonal skills, and eloquent writing skills Passionate about customer service and how it can transform businesses Strong organisational skills and an ability to multitask without getting frazzled Ability to deliver consulting onsite and remotely Willing and able to travel domestically/internationally if needed Basic Qualifications Familiarity with a backend programming language (Ruby, Python, C#, etc. ) Preferred Qualifications Experience on Zendesk configuration and implementation approaches Experience on Zendesk App Framework Experience with Zendesk Technical Capabilities (SSO, API, SDKs etc. ) Experience with Design Systems and Tools (Postman, Swagger, Figma, Lucid etc. ) #J-18808-Ljbffr