Senior Solutions Architect

Job Description

Senior Solutions Architect

About Us

We are a dynamic and innovative company committed to transforming how businesses connect with their customers. At Zendesk, we take pride in our impact, our culture, and how our people feel about working here — just check out our Glassdoor reviews!

Zendesk empowers organizations to deliver exceptional customer experiences. We achieve this by combining outstanding products with world-class talent. We are now seeking an experienced Senior Solutions Architect to join our Enterprise Services organization.

Job Overview

As a Senior Solutions Architect, you will be a trusted advisor and technical strategist for our Enterprise customers, playing a key role in the scoping and estimation of professional services. You will own the end-to-end technical engagement — from discovery and architecture design to solution validation, effort estimation, and delivery alignment — operating with a high degree of autonomy and minimal managerial oversight.

You will work closely with executive stakeholders and enterprise decision-makers, clearly defining how proposed services will be delivered, what outcomes they will achieve, and the resources and timelines required. This role requires a blend of deep technical expertise, business acumen, and the ability to translate complex solutions into clear, value-driven service proposals that support enterprise-level strategies and drive customer confidence. This position REQUIRES fluency in Spanish and English. There will be some international travel to LATAM.

Key Responsibilities

• Own and drive the technical strategy for Enterprise customers, ensuring solutions align with business objectives and long-term scalability.

• Lead enterprise-level solution design across multiple technical domains including CX, ITSM, integrations, and data management.

• Engage in executive-level conversations to translate business priorities into actionable, scalable technical solutions.

• Collaborate with Enterprise Sales teams to define architecture roadmaps and drive successful deal outcomes.

• Present complex technical concepts to C-level and VP-level stakeholders in clear, outcome-driven language.

• Influence customer architecture decisions through thought leadership and technical credibility.

• Mentor other Solution Architects and contribute to the continuous evolution of solution best practices.

• Incorporate AI-assisted tools and prompt engineering to optimize solution proposals, workflows, and customer outcomes.

• Drive innovation by leveraging emerging technologies, automation, and data intelligence within enterprise-scale solutions.

Requirements

• 7+ years of experience designing and delivering Enterprise SaaS or Customer Experience (CX) solutions.

• Proven ability to lead executive and enterprise-level conversations, translating business strategy into technical outcomes.

• Deep understanding of Customer Service Software, ITSM, CRM, and system integrations.

• Strong background in solution scoping, architecture, and proof of concept execution.

• Exceptional communication and presentation skills with C-level stakeholders.

• Ability to work independently in complex, fast-paced enterprise environments with minimal supervision.

• Bachelor’s degree in Computer Science, Engineering, or a related field (Master’s a plus).

• Basic understanding of AI prompt design and its practical application in business or technical contexts.

• Experience collaborating across global cross-functional teams (Sales, Product, Professional Services).

• Willingness to travel as needed for key Enterprise engagements.

Preferred Experience

• Previous experience as a Solutions Architect, Enterprise Consultant, or Presales Engineer in a SaaS environment.

• Familiarity with Zendesk, Salesforce, ServiceNow, or other enterprise CX platforms.

• Knowledge of cloud platforms (AWS, Azure, GCP) and API-based integrations.

• Consulting background with a focus on Enterprise CX transformation and large-scale digital initiatives.

Why Zendesk

With over 160,000 customers across 150+ countries, Zendesk continues to lead in customer experience innovation. Join a team that values technical excellence, autonomy, and impact — where your expertise directly shapes how global enterprises deliver exceptional customer experiences.

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.