Senior Platform Architect
HybridParis, Île-de-France, France
Job Summary
Partner with sales engineers and business consultants to drive strategic discussions, communicating complex technical architecture and AI business value to C-suite executives. Serve as a high-impact technical overlay resource, driving Annual Recurring Revenue through strategic discovery, scoping, and managing complex Proof of Concepts for expansion and cross-sell opportunities. Master Zendesk Agent Builder and Action Builder to architect multi-step, agentic workflows, helping customers reach and exceed an 80% automated resolution target. Architect modern integrations connecting the Zendesk platform to external AI platforms and enterprise applications using the Model Context Protocol Server, comprehensive APIs, and iPaaS. Leverage Zendesk's Context Graph and Knowledge Graph connectors to integrate unstructured, federated enterprise data sources into the customer's AI ecosystem without data migration. Lead the critical technical hand-off between pre-sales and post-sales implementation teams, ensuring long-term AI deployment success, continuous quality assurance via AI Quality Scores, and ongoing expansion. Act as the organizational authority on Zendesk platform security, planetary scalability, custom data models, and Zendesk Copilot implementations. Partner directly with Product Engineering, Product Marketing, and the HyperArc-powered analytics teams to serve as a feedback loop, directly shaping the future roadmap of the Zendesk AI architecture.
Required Qualifications
- 8–10+ years of experience in enterprise system/solution architecture, technical presales, or professional IT consulting services
- Exposure to or hands-on experience with experience architecting and deploying generative AI solutions
- Experience with prompt engineering
- Experience with Retrieval-Augmented Generation (RAG) frameworks
- Experience with Agentic AI reasoning systems
- Advanced expertise with RESTful APIs
- Advanced expertise with JSON implementations
- Advanced expertise with web services
- Advanced expertise with database design
- Advanced expertise with data modeling
- Advanced expertise with Model Context Protocol (MCP) configurations
- Deep familiarity with cloud environments (AWS, Azure, GCP)
- Experience orchestrating enterprise-wide data utilizing iPaaS applications
- Comprehensive knowledge of Single Sign-On (SSO) configurations
- Comprehensive knowledge of OAuth
- Comprehensive knowledge of advanced data privacy frameworks
- Comprehensive knowledge of token-based AI authentication capabilities
- Solid understanding of frontend and scripting capabilities (HTML, CSS, JavaScript)
- Solid understanding of modern SaaS application development architectures
- Proven track record of influencing senior stakeholders
- Proven track record of distilling highly technical AI concepts into business outcomes
- Proven track record of delivering flawless technical presentations both onsite and remotely
- Ability to prioritize multiple complex, concurrent transformation accounts
- Ability to maintain a proactive, can-do attitude
Desired Qualifications
- Previous experience managing large-scale implementations of enterprise class Customer Service software or ITSM platforms
- Experience utilizing advanced diagnostic analytics systems for root-cause and trend analysis
- Familiarity with modern JavaScript frameworks such as React, Vue, or Node.js
- Practical experience using AI-augmented tooling (e.g., Claude Code, Cursor) to enhance daily productivity, scale technical output, and model AI best practices
- Strong sales acumen
- Previous experience in a technical presales or solutions architecture role within an enterprise SaaS environment
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