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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