Requirements About the Role

We are looking for an experienced Zendesk Architect to lead the design, implementation, and optimization of enterprise-grade Zendesk solutions. The ideal candidate will bring deep technical expertise across the Zendesk Suite (Support, Guide, Chat, Talk, Sell, and Sunshine), solid solutioning skills, and the ability to translate complex business requirements into scalable, maintainable architectures. This role requires close collaboration with delivery teams, client stakeholders, and engineering teams to ensure best-in-class customer support platform implementations.

Key Responsibilities
Solution Architecture & Design
- Own end-to-end architecture for Zendesk implementations, including Support, Guide, Chat, Talk, Explore, and Sunshine Conversations.
- Design scalable, secure, and maintainable solutions aligned with client business processes and long-term roadmap needs.
- Define data models, ticket workflows, SLAs, business rules, triggers, automations, and macros.
- Architect integrations between Zendesk and third-party systems (Salesforce, Jira, Slack,



ERP systems, custom applications) via native connectors, APIs, or middleware.
- Lead technical discovery sessions to translate business requirements into functional and technical specifications.

Implementation & Configuration
- Configure and customize Zendesk instances including custom fields, forms, views, macros, triggers, automations, and multi-brand setups.
- Develop custom apps and integrations using Zendesk Apps Framework (ZAF), Sunshine APIs, and REST APIs.
- Implement Zendesk Guide (knowledge base) architecture including content structuring, permissions, and multi-language support.
- Set up and optimize Zendesk Talk (voice) and Chat/Messaging workflows.
- Oversee data migration strategies from legacy systems into Zendesk (tickets, users, organizations, historical data).

Technical Leadership
- Provide technical leadership and mentorship to developers, consultants, and administra

📌 Zendesk Architect (India)
🏢 TechFacto
📍 India