Zendesk Technical Architect

A leading technology organization serving e-commerce, gaming, digital experiences, and technology markets is seeking a Zendesk Technical Architect based in Cracow, Poland, to drive platform direction and scalability in a global customer support ecosystem.

• Minimum 7 years of hands-on Zendesk experience, including advanced expertise with Zendesk Support.
• Practical experience with Guide, Explore, Talk, Messaging, and Zendesk Custom Objects.
• Proven experience building and maintaining integrations via REST APIs, webhooks, and related middleware.
• Experience operating in enterprise, customer-facing environments and managing platform change at scale.
• Strong English communication skills (C1/C2 level) to work with global teams.
• Higher education degree.

• Own the Zendesk platform architecture and lead the roadmap for support systems.
• Design and optimize workflows, ticket routing, and automation to improve efficiency and customer outcomes.
• Lead integrations between Zendesk and CRM, enterprise platforms, and third-party services using REST APIs and webhooks.
• Implement AI-driven and self-service capabilities to reduce friction and scale support operations.
• Define governance, platform standards, and configuration best practices across teams and regions.
• Drive continuous optimization initiatives, monitoring performance and proposing improvements.
• Collaborate with cross-functional partners (Digital, Product, Engineering) to align platform changes with business goals.