Job Description
The Platform Architect (Zendesk AI) is responsible for all technical, solution, and competitive aspects of the Zendesk AI customer engagement.
PA's must be both sales focused and technically savvy. They must have demonstrated success selling to Enterprise and/or Mid Market executives, and convincing C-level and director level executives of the technical merits and business value of the software solution.
The PA will work, in conjunction with Sales, Marketing, Core SC (Presales) and Product Managers, to be the technical bridge between our sales Zendesk Account Team and their prospects. The PA will be delivering technical product demos, workshops and supporting customer trials.
Basic Qualifications
- Experience selling, implementing or consulting on Mid-Market/Enterprise software solutions, in-depth knowledge of Customer Service Software (e.g Zendesk, Salesforce), ITSM, Data Warehousing or BI is a plus.
- Knowledge in web / scripting technologies, HTML, CSS, JavaScript, API's and SaaS applications.
- Strong knowledge of APIs and a common understanding of SaaS platforms (e.g. Zendesk, Salesforce, etc.).
- Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
- Outstanding problem solving skills, including the ability to meet a business requirement with a technical solution.
- You have superior solution scoping abilities, using our existing solution and influencing new product development.
- Experience mapping RFI/RFP requirements to software solutions.
- Experience scoping, leading and executing customer trial plans.
- Passion for AI with curiosity to find automation solutions
- Customer obsessed values, working with Pre and Post sales team to transition prospects into happy customers.
- Native-level Japanese proficiency and advanced business-level English proficiency.
- Willingness to travel when needed.
Preferred Qualifications
- Specific vertical industry expertise (e.g. Retail, Financial Services).
- Experience with CRM, contact center, or employee service solutions is a plus.
- Previous consulting experience implementing enterprise class software solutions.
- Previous customer journey mapping and technical architecture documentation experience required
- Working knowledge of JSON query and transformation languages
- Experience working with conversational messaging BOT's (Amazon Lex, etc.)
- Experience developing or selling Artificial Intelligence solutions
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 with your specific accommodation request.
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