Zendesk Architect

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.
• Own 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 working within Agile/Scrum teams and managing tasks in Jira.
• Strong technical aptitude with the ability to translate business needs into technical requirements.
• Experience with Salesforce or other CRM tools.
• Experience with Atlassian Jira and Confluence.
• Familiarity with cloud product architecture, system integration, and data exchanges.

Preferred Qualifications

• Zendesk Certified Support Architect.
• Deep knowledge of Zendesk Co-pilot and other AI offerings.
• Proven experience managing 3rd-party developer outputs to ensure technical quality.

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 the ambition to make a global impact.