Technical Architect (German Language) at Zendesk in Dublin

Job description

Job Description Job Description Technical Architect, AI-Powered Customer Experience Why This Role? Why Now? Customer experience is being transformed by AI-driven innovation. At Zendesk, we’re not just responding to that shift — we’re leading it. As we expand our AI-powered Resolution Platform and deepen our Professional Services capabilities, the Technical Architect, AI-Powered Customer Experience role is critical to helping customers design, implement, and scale intelligent customer service solutions that deliver measurable business value. As a technical expert, solution designer, and trusted advisor, you will help customers translate business goals into scalable AI-first architectures. You’ll lead discovery, shape solution strategy, remove technical roadblocks, and guide customers toward successful adoption of Zendesk AI capabilities. Overarching Objective for the Role Accelerate customers’ time-to-value by designing and enabling AI-first Zendesk solutions that drive adoption, automation, and measurable business impact from discovery through scale. Be the customer’s AI technical architect. Turn business goals into the right architecture, integrations, workflows, and AI design choices. Lead high-quality solution discovery and delivery. Run technical discovery sessions, define solution scope, and guide customers through implementation with clarity and confidence. Remove blockers fast. Anticipate risks, resolve constraints, and keep customer solutions moving toward successful outcomes. How You’ll Make an Impact Strategic Accountabilities AI Solution Architecture: Design scalable, supportable, and secure AI-first architectures that enable automation, self-service, agent assist, intelligent routing, and other Zendesk AI use cases. AI Adoption Enablement: Guide customers through rollout planning, change considerations, and operational readiness to support long-term AI adoption while leveraging AI tools to enhance individual and team workflows for greater efficiency. Outcome Orientation: Ensure solution decisions are tied to measurable improvements in containment, deflection, productivity, resolution speed, customer satisfaction, and operational efficiency. Technical Discovery & Use Case Definition: Lead customer-facing discovery sessions to understand business challenges, technical constraints, and high-value AI opportunities. Customer Advisory: Act as a trusted technical advisor, helping customers make informed decisions about architecture, integrations, data readiness, and implementation tradeoffs. Implementation Leadership: Partner with delivery teams to translate solution designs into successful implementations, ensuring technical quality, alignment to scope, and strong execution. Cross-Functional Collaboration: Work closely with Sales, Customer Success, Support, Product, and Professional Services to align on customer strategy, risks, dependencies, and roadmap considerations. Integration & Extensibility: Identify opportunities to extend Zendesk through APIs, app framework solutions, automation, and custom integrations where needed. Problem Solving & Innovation: Diagnose product gaps, technical constraints, or workflow limitations and recommend validated workarounds or design alternatives that preserve business outcomes. What You’ll Need to Succeed Strategic Skills & Expertise Communication Skills: Excellent verbal and written communication skills with the ability to explain complex AI concepts clearly to both technical and executive audiences in English and German. AI-First Thinking: Strong understanding of how AI capabilities can be applied across the customer service journey to improve efficiency, quality, and experience Consultative Technical Leadership: Ability to lead complex customer conversations, build trust quickly, and shape technical direction in ambiguous environments. Solution Architecture: Proven ability to design end-to-end scalable, maintainable AI architectures Delivery Mindset: Comfortable balancing technical