Platform Architect

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the primary technical leader in pre-sales and a subject matter expert, facilitating technical connections among clients, sales teams, and core Product/Engineering teams.

• Conduct in-depth discovery and scoping sessions to evaluate client requirements; develop comprehensive technical design specifications and create rapid-prototype mini-applications to showcase platform feasibility.

• Design, configure, and present impactful platform demonstrations that effectively translate intricate technical workflows into clear business narratives for executive stakeholders.

• Define, configure, and guide customers through thorough Proof of Value (PoV) trials with minimal oversight, diligently managing evaluations based on established success metrics.

• Offer advanced expertise on Zendesk’s platform architecture, integration capabilities (APIs, webhooks), and cloud ecosystem patterns (AWS and other cloud technologies).

• Serve as a trusted advisor to assess existing customer service operations and counsel clients on generative AI best practices to enhance efficiency, scalability, and long-term customer satisfaction.

• Convert validated technical solution scoping, dependencies, and architecture requirements into Statements of Work (SOW), ensuring a seamless transition to Post-Sales Implementation teams.

⛳️ Requirements

• A minimum of 5 to 8 years of relevant professional experience in pre-sales engineering, technical consulting, or enterprise architecture within the Software/SaaS sector.

• Practical experience with programming or scripting languages (e.g., Python, JavaScript) and web technologies (HTML) for prototyping and data parsing.

• Strong understanding of contemporary web architectures, data flows, and the integration of corporate systems using standard web technologies and APIs (REST, GraphQL, etc.).

• Solid conceptual and practical knowledge of core AI, Machine Learning, and Natural Language Processing (NLP) concepts, including the enterprise deployment of Large Language Models (LLMs).

• Outstanding communication skills with the ability to establish formal internal and external networks, translating in-depth technical capabilities into measurable business value for C-level executives.

• Familiarity with foundational Helpdesk, CRM, or CX technology ecosystems (e.g., Zendesk, Salesforce Service Cloud, ServiceNow, or Genesys).

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options