Senior IT Architect II

Responsibilities

• Design and implement global Zendesk structures, including multi-brand instances, custom ticket fields, and advanced routing logic.
• Lead the technical execution of Support Portal launches, ensuring seamless API connections between Zendesk and internal legacy databases.
• Build and maintain high-level triggers and automations to enable zero-touch routing and personalized client communication.
• Manage the sandbox-to-production deployment process while ensuring compliance with global data privacy and security standards.
• Translate business requests into logical technical workflows and proactively identify technical debt or security gaps.
• Coordinate release management documentation and review post-deployment KPIs.

Requirements

• 5+ years of Zendesk experience, with at least 3 years in an Architect or Lead Developer capacity.
• Expert-level knowledge of Zendesk APIs and the Zendesk App Framework (ZAF).
• Proficiency in Zendesk Explore for building complex, cross-functional dashboards.
• Experience with Salesforce or other CRM tools.
• Experience with Atlassian Jira and Confluence within an Agile/Scrum environment.
• Strong understanding of backend processing systems, system integration, and data exchanges.
• Excellent communication skills with the ability to translate technical concepts for business stakeholders.

Preferred Qualifications

• Zendesk Certified Support Architect.
• Deep knowledge of Zendesk Co-pilot and other AI-driven offerings.
• Experience managing 3rd-party developer outputs to ensure technical quality.
• Familiarity with cloud product architecture and general software engineering practices.

About the Company

Nielsen is passionate about powering a better media future by providing powerful insights that drive client decisions and deliver extraordinary results. Our global workforce is dedicated to capturing audience engagement with content wherever and whenever it is consumed. Join a dynamic team committed to excellence and innovation at the forefront of the media revolution.