Technical Architect (SaaS & AI Professional Services)

Why 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 Doing

• Deep 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 Qualifications

• Bachelor’s Degree or equivalent professional experience.
• 6+ years of professional work experience
• Experience 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 zones

Preferred Qualifications

• Experience 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). Please note that Zendesk can only hire candidates who are physically located and plan to work from Pune, 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 determined by the hiring manager.

The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.