Technical Architect

Job Description: Technical Architect (Zendesk Enterprise Programs)

Location: Remote – Global

Employment Type: Contract, Remote (Staff Augmentation – Zendesk Partnership)

Company Overview:

fwdDeploy is an AI-powered deployment firm for fast-growing B2B tech and AI-native companies. We get customer service and employee service platforms live fast, fully configured and delivering value from day one.

Here's how: Our forward-deployed engineers work alongside four AI agents: Crane migrates data with zero downtime, Forge turns requirements and transcripts into a configured environment, ProAct catches issues before they become tickets, and Lens scores what's ready before go-live. The agents do the heavy lifting; the FDE owns the outcome.

Most teams treat deployment as weeks of manual setup. We replace that with AI-accelerated systems, then stay to optimize them with you. That's how we treat customers and each other. If you'd rather build something that lasts than patch the same problem twice, we should talk.

Role Overview

• We are seeking an experienced Technical Architect to own the technical solution design across our global portfolio of enterprise Zendesk engagements, as part of our staff augmentation partnership with Zendesk.
• The ideal candidate has strong experience with enterprise CX/support platform architecture such as Zendesk, Salesforce Service Cloud, ServiceNow, or similar, with hands-on expertise in integrations, APIs, automation, AI, and enterprise application architecture.
• This is a hands-on contractor role focused on delivering critical initiatives, resolving complex technical issues, and providing architecture and implementation support across regions.

Key Responsibilities

• Own end-to-end technical solution architecture for enterprise Zendesk engagements, including integrations, data model, security, and scalability considerations.
• Partner with Zendesk Product Consultants and Engagement Managers globally to review and validate solution designs before build.
• Design integration architecture between Zendesk and enterprise systems (CRM, data platforms, identity/SSO, telephony, middleware/iPaaS).
• Define technical standards, reusable patterns, and reference architectures for the broader delivery practice.
• Act as the senior technical escalation point across regions, resolving complex design or integration issues.
• Advise on API usage, rate limits, data migration strategy, and performance/scalability for high-volume enterprise environments.
• Represent the technical point of view in customer architecture reviews and security/compliance discussions.
• Mentor Zendesk Product Consultants on advanced technical topics and integration best practices.

Key Areas of Ownership

• Customer Support application architecture and solution design.
• Integration and middleware solutions across the global delivery portfolio.
• Platform security, data governance, and scalability.
• Technical standards, reference patterns, and reusable architecture components.
• Troubleshooting and resolution of complex production issues.
• Build vs. configure vs. integrate decisions for assigned initiatives.

Technical Skills

• Strong hands-on experience with enterprise Customer Support platforms such as Zendesk, Salesforce Service Cloud, ServiceNow, or similar.
• Deep understanding of customer support operations, including ticketing, case management, SLAs, routing, queues, and knowledge management.
• Strong experience with REST APIs, webhooks, middleware, and enterprise integrations.
• Strong understanding of enterprise application architecture, data models, security, and governance.
• Experience implementing AI/GenAI-enabled customer support capabilities.
• Strong troubleshooting and problem-solving skills across applications and integrations.

Qualifications

• 5–7 years of experience in technical/solution architecture roles, including enterprise-scale system integrations.
• Deep expertise with Zendesk architecture (Support, Guide, APIs, Sunshine/Custom Objects or equivalent extensibility model) or comparable enterprise CX platforms.
• Strong hands-on experience designing REST API-based integrations, middleware/iPaaS patterns, and data synchronization between systems.
• Solid understanding of enterprise security, identity/SSO, and data governance considerations for SaaS platforms.
• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field preferred.

Preferred Experience

• Zendesk certifications, particularly in advanced administration or platform/integration-focused tracks.
• Experience with iPaaS/integration tooling (MuleSoft, Workato, Boomi, or similar).
• Background in CX platform migrations or large-scale data migrations into Zendesk.
• Prior experience in a partner/SI architecture role supporting a software vendor's global enterprise accounts.

Why Join Us?

At fwdDeploy, you can see your work land. What you build ships to real customers. It shows up in real numbers.

We run on trust, respect, and collaboration. You get flexibility and space to do your best work. And because we're small, what you do moves the whole company.

Great things never came from comfort zones. If you want to build something new and grow fast doing it, come join us.

How to Apply:

Please send your resume, cover letter, and any relevant work samples to . In your cover letter, explain why you are a great fit for this role and how your experience aligns with our company's mission and values.