Staff IT Solutions Architect, Zendesk
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We are looking for an experienced solutions architect who is interested in building the future of our Zendesk Suite ecosystem at Reddit. You will have the opportunity to advise on Zendesk Suite configuration best practices, while designing the appropriate architecture for all Zendesk integration points and custom applications.
You will work closely with a world class organization of Technology & Business leaders and teams to develop and iterate on strategic roadmaps, as well as drive delivery through agile methodologies. The ideal candidate for this role is someone with a proven track record in designing Zendesk Suite system implementations and best practices, with a passion for creative and scalable automation.
Responsibilities:
- Work strategically with business teams to turn customer support needs into high quality, scalable, secure systems & automations to foster Reddit’s growth
- Develop and design a holistic architectural strategy for our Zendesk Suite ecosystem, while ensuring compliance of solutions with security & IT best practices
- Identify opportunities for process improvements, while maximizing our use of the Zendesk Suite
- Lead cross-functional design sessions to achieve consensus on Zendesk Suite improvements and custom applications, as well as prioritization, while documenting current and target architectures
- Partner with & lead relationship of third party vendors for managed services and project execution
- Build quarterly roadmaps and perform resource allocation, while managing priorities, trade-offs and risks in a multi-project environment
- Implement and champion agile methodologies
- Analyze long-term requirements for corporate systems and make recommendations for implementing technology strategies to scale in relation to Reddit’s needs
- Quickly learn new technologies, think out-of-the-box to find creative solutions, and communicate to both technical and non-technical audiences
Qualifications:
- Consistent track record of designing enterprise customer support tools, integrations, and custom applications
- 5+ years Zendesk Suite experience (or equivalent SaaS customer support tool)
- 8+ years of SaaS solution architecture or similar consulting experience
- Strong relationship building and communication skills with all levels of the organization, from individual contributors to executives, and ability to lead & maintain relationships with external parties
- Understanding of upstream and downstream applications and business processes which regularly interact with customer support software, ie HRIS, ERP, and sales technology
- Experience designing solutions leveraging Integration Platform as a Service (iPaaS) technology
- Experience planning and executing operational and project work in an agile software delivery environment
- BA/BS or equivalent work experience
- Zendesk certifications preferred
- Experience at a public company preferred
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