Zendesk Architect

• Design and implement the global Zendesk structure, including complex multi-brand instances, custom ticket fields, and advanced routing logic.

• Lead the technical side of the Support Portal launch, ensuring seamless API connections between Zendesk and our internal legacy databases.

• Build and maintain high-level triggers, and automations to ensure zero-touch routing and personalized client communication.

• Own the sandbox-to-production deployment process and ensure all configurations meet Nielsen’s global data privacy and security standards.

• Coordinate the creation of release management documentation, follow change management procedures, and review post-deployment KPIs

Working Style

• Strong work ethic with innovation through execution

• Ability to think and react quickly

• Highly collaborative professional who thrives in complex, high-stakes landscapes

• Build working relationships inside and outside the organization

• Work independently on a small team with a tremendous amount of responsibility

• Work in a dynamic environment where new projects pop-up often

• Ability to navigate ambiguity and evolving dynamics with a structured approach

• Proactive and independence working style to initiate and drive proactive full project initiatives

• Strong time management skills.

• Translate business requests into logical technical workflows without compromising system integrity.

• Proactively identify technical debt or security gaps in our Zendesk instance before they impact the client experience

• 5+ years of Zendesk experience, with at least 3 years in an Architect or Lead Developer capacity.

• Zendesk Certified Support Architect (strongly preferred).

• Expert-level knowledge of Zendesk APIs, and App Framework (ZAF)

• Deep knowledge of Zendesk Co-pilot and other AI offerings

• Proven experience managing 3rd-party developer outputs to ensure technical quality

• Proficiency in Zendesk Explore for building complex, cross-functional dashboards.

• Experience working within an Agile/Scrum team, comfortably managing tasks in Jira.

• Strong technical aptitude and the ability to translate between business and technical needs

• Comfortable working in autonomous, self-directed environments

• Excellent written and verbal communication skills

• Able to listen and quickly distill a situation to recommend a course of action in driving project deliverables

• Familiarity with cloud product architecture and general software engineering practices.

• Experience with Salesforce and other CRM tools

• Experience with Atlassian Jira and Confluence tools

• Experience with backend processing systems, system integration and data exchanges

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