Associate Solutions Architect

Job Description

The Associate Solutions Architect supports the CX ARR business by providing scalable, high-quality technical partnership across multiple account executives, customer segments, and sales opportunities. The role helps customers understand how our CX platform, AI capabilities, and integrations can address business outcomes, while ensuring proposed solutions are credible, secure, and practical to implement.

This is a customer-facing, associate-level role for someone who combines strong communication and business curiosity with hands-on technical fluency. The role follows the standard recruiting and leveling process and is intended to create consistent coverage, faster response times, and repeatable solution practices across the CX ARR motion.

Key responsibilities

• Partner with account executives and sales teams on discovery, qualification, solution strategy, and opportunity progression.

• Support multiple opportunities through a pooled coverage model, prioritizing work based on customer impact, deal stage, complexity, and business urgency.

• Translate customer goals and operational challenges into clear solution concepts, use cases, value hypotheses, and recommended next steps.

• Deliver or support technical discovery sessions, product demonstrations, workshops, solution overviews, and proof-of-concept activities.

• Explain CX, automation, and AI capabilities in practical business terms, including appropriate use cases, limitations, risks, and adoption considerations.

• Create lightweight solution artifacts such as diagrams, capability maps, integration overviews, demo plans, discovery notes, and technical responses.

• Coordinate with product, engineering, security, services, customer success, and other internal teams to validate feasibility and implementation considerations.

• Capture reusable patterns, objections, FAQs, and lessons learned to improve pooled SA enablement and team consistency.

AI knowledge and application expectations

• Experience using AI tools or AI-enabled products as a copilot to improve the quality, speed, and consistency of customer-facing and technical deliverables.

• Ability to use AI to organize information, orchestrate tasks, summarize discovery, generate first drafts, improve documentation, prepare demos, and accelerate follow-up—while applying human judgment to review and refine the output.

• Practical understanding of how AI can support CX workflows, sales activities, customer conversations, and solution delivery, including how to guide AI with clear context, prompts, instructions, and desired outcomes.

• Ability to recognize where AI can take ownership of repeatable tasks or assist with a workflow, and where the person needs to remain accountable for accuracy, customer context, and the final deliverable.

• The role does not require creating, training, fine-tuning, or engineering AI models. It requires hands-on familiarity with AI as a working copilot and the ability to apply it thoughtfully to produce better customer and sales outcomes.

Technical knowledge and solution fluency

• Junior-level technical foundation with the curiosity and ability to learn SaaS products, CX workflows, APIs, integrations, and solution patterns quickly.

• Ability to understand customer requirements, ask useful technical questions, and connect those requirements to a clear, value-oriented solution story.

• Familiarity with RESTful APIs, JSON, webhooks, authentication, SDKs, data flows, and common integration concepts; deep development expertise is not required.

• Ability to read technical documentation and basic architecture diagrams, identify dependencies, and explain technical concepts in clear business language.

• Comfort supporting demos, discovery sessions, workshops, and technical conversations with an interest in developing stronger sales and consultative skills.

• Ability to communicate the value, fit, and practical application of a solution to customers, while knowing when to bring in a more experienced SA or specialist.

• Familiarity with customer support, CRM, contact center, digital engagement, messaging, analytics, workflow, or adjacent CX technologies is a plus.

Required qualifications

• Professional fluency in English is required; Portuguese (Brazil) or Spanish is a plus.

• Experience in a customer-facing technical role such as Solutions Architecture, Sales Engineering, Technical Consulting, Implementation, Customer Success Engineering, Support Engineering, or a related function.

• Strong written, verbal, and presentation skills, with the ability to communicate clearly with executives, business users, and technical teams.

• Demonstrated ability to manage multiple priorities, work across a shared queue or pooled model, and maintain reliable follow-through.

• Structured problem-solving skills and the ability to connect customer requirements to a practical solution path.

• Experience collaborating cross-functionally in a fast-moving SaaS or technology organization.

• Willingness to work through ambiguity, seek feedback, and continuously improve technical and commercial skills.

Preferred qualifications

• Experience supporting CX, CRM, customer service, contact center, digital engagement, or enterprise SaaS solutions.

• Experience with AI product adoption, prompt design, workflow automation, analytics, or responsible AI practices.

• Familiarity with cloud platforms, integration patterns, data modeling, security concepts, or technical discovery frameworks.

• Experience creating demos, technical enablement, reusable assets, or standardized sales processes.

#LI-MR7

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.