Zendesk Solutions Architect

2 weeks ago

Los Angeles, California, United States Magnit Full time

The Zendesk Solutions Architect plays a pivotal role in crafting and executing tailored solutions utilizing Zendesk products. This position demands an in-depth knowledge of Zendesk's functionalities, integration capabilities, and a strategic mindset aimed at enhancing customer satisfaction. The ideal candidate should possess strong technical skills, effective communication abilities, and a knack for problem-solving. A successful track record in optimizing processes and user adoption on the Zendesk platform is essential. The Solutions Architect will collaborate closely with various departments to implement new operational workflows.

Key Responsibilities:

  • Act as the main contact for all advanced technical inquiries related to Zendesk support.
  • Design and deploy customized Zendesk solutions that align with the specific requirements of the organization.
  • Oversee the integration of Zendesk with other platforms, ensuring a seamless customer support experience. Examples include ServiceNow, DocuSign, JIRA, Azure B2C, and OKTA.
  • Formulate strategies to enhance the adoption and optimization of Zendesk features, thereby improving customer interactions and support team productivity.
  • Create reporting frameworks, metrics, and executive dashboards using Zendesk Explore or other data analytics tools.
  • Provide technical leadership throughout project planning and execution, adhering to best practices and quality standards.
  • Work collaboratively with cross-functional teams, including customer support, IT, and development, to gather requirements and deliver effective solutions.
  • Offer technical training and guidance to team members and stakeholders on Zendesk functionalities and best practices.
  • Stay informed about the latest advancements in Zendesk features and third-party integrations.
  • Tackle complex technical challenges and propose innovative solutions.

Qualifications:

  • Demonstrated experience as a Technical Architect or in a similar capacity within Zendesk environments.
  • Capability to recommend, manage, and execute advanced Zendesk configurations.
  • Comprehensive knowledge of Zendesk's product suite and their implementations, including Support, Talk, Explore, Guide, and Chat, along with Zendesk development SDK and APIs.
  • Experience in systems integration and developing API-based solutions.
  • Proficiency in programming languages such as JavaScript, HTML, and CSS.
  • Exceptional problem-solving skills and a strategic approach.
  • Strong communication and leadership capabilities, with the ability to engage both technical and non-technical stakeholders.
  • Familiarity with technologies such as SQL, SOAP, and HTML.
  • Extensive knowledge of OKTA, Azure B2C, JIRA, and Zendesk Apps.
  • Over 5 years of hands-on experience in Zendesk Administration and supporting Zendesk implementations.
  • Proven success in delivering comprehensive solutions on the Zendesk platform.
  • Experience managing tight deadlines for implementation projects.
  • Ability to translate business needs into user stories.
  • A bachelor's degree (or equivalent experience) in IT, Engineering, or a related field with a focus on technology.
  • Zendesk Administrator Certification is preferred.

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