Zendesk Architect

Description

The Zendesk Architect will work as part of the Digital Growth Solutions team to lead the architectural design and strategic evolution of the Customer Care ecosystem. You will be responsible for defining how Zendesk integrates with the other enterprise systems, ensuring a seamless, high-performance experience for agents and customers globally.

What we offer

• Global Relocation - (Relocation options; Experience in an international environment; Cross-cultural experience)

• Recognition and Evaluation - (Feedback culture; Regular appraisals)

• Time Off - (Annual holiday - 20 or 26 days. The duration of the leave depends on the overall seniority; Occasional leave - 1 or 2 days/ depending on the circumstances; Child care leave - 2 days or 16 hours per year; Absence due to force majeure - 2 days or 16 hours per year; Maternity Leave - 20 weeks; Parental Leave - 41 weeks; Paternity Leave - 14 days)

• Luxoft Training Center - (Expert-led tech courses covering basic to advanced topics; Internal instructor-led soft skills courses; Comprehensive in-house self-learning resources for both soft and hard skills; Access to external self-learning libraries like ProQuest eBook and Udemy for Business; Cloud Programs: MS Cloud Academy, AWS Partner Academy, Google Cloud Academy; Custom Learning Programs: upskilling, reskilling, technical mentorship; Leadership Programs for Managers)

• Well-being and Work-life Balance - (Multisport card; Possibility to order Multisport card at the corporate rate for family members; LuxGood Program: wellbeing seminars, contests, relaxation sessions, yoga sessions, etc.; One Team Program: Buddy for each New Joiner; seminars, meeting and workplace space to support integration with local community and culture; “Hire me” workshops for partners; Preferential banking offer; Preferential car leasing offer; Cafeteria program discounts for shops, cinema tickets, holiday offers; Luxoft Social Benefit Fund: sport and recreation benefits, the possibility to receive financial support)

• Health Care - (Private Healthcare Insurance with unlimited access to specialists; Full dental support; Travel Insurance; Possibility to add private healthcare coverage for family members at the corporate rate; Life insurance at the corporate rate for employees and family members, including payment of the basic package for the employee by the employer; Reimbursement for corrective glasses)

• Company Events and Friendly Environment - (Many fun social activities organized by the Luxoft team offline in your city; Online entertainment events for whole company and local team events; A workplace where you’re treated with respect within a multicultural team)

• Internal Mobility - (Rotation between projects and accounts; New career opportunities)

• Self-Learning Library

• CSR Projects

Other

• Languages: English: B2 Upper Intermediate,Polish: B2 Upper Intermediate

• Seniority: Lead

• Languages: English: B2 Upper Intermediate,Polish

Requirements

• Experience: At least 8+ years of total experience in the IT industry, with 5+ years specifically architecting and developing custom applications on the Zendesk Platform.

• Development Expertise: Expert-level proficiency in JavaScript, Node.js, React.js, and JQuery for building robust Zendesk Apps.

• Integration Mastery: Deep understanding of REST API usage, webhooks, and the architectural nuances of connecting Zendesk to external cloud databases.

• Technical Stack: Solid command of web technologies including HTTP, AJAX, HTML5, and CSS3, coupled with strong Object-Oriented design principles.

• Platform Knowledge: Comprehensive experience with Zendesk Sunshine, Custom Objects, and sophisticated Ticket/User relationship mapping.

• Project Leadership: Proven ability to analyze functional requirements and translate them into scalable technical designs in a fast-paced environment.

• Working in Video Collboration projects

Responsibilities

• In this role, you will act as the technical authority for the Zendesk platform, steering complex projects from requirement analysis to global deployment. You will:

• Strategic Architecting: Design end-to-end solutions for Zendesk Support, Guide, and Talk, specializing in the transition from legacy objects to Custom Objects v2.

• System Integration: Lead the design of complex integration patterns between Zendesk and boundary systems (Salesforce, AWS Aurora) using REST APIs and middleware like Workato.

• Warranty Ecosystem Leadership: Oversee the implementation of the Zendesk Apps Framework (ZAF) to display real-time warranty data from the AWS SoR, ensuring "In Warranty" badges and expiration dates are accurate without local calculation lag.

• Technical Governance: Establish coding standards and best practices for custom application development using React.js, Node.js, and Vue.js.

• Performance Optimization: Address architectural gaps such as "multi-hop async chains" and design UX fallback strategies to maintain system stability during high-volume data syncs.

• Cross-Functional Collaboration: Partner with Salesforce Architects and AWS Developers to ensure data consistency across the unified System of Record (SoR).