Sr. Zendesk Platform Engineer

Responsibilities

• Own Technical Design & Architecture:
• Lead end-to-end solution design for Zendesk across support, messaging, AI, and integrations.
• Define scalable, modular architectures aligned with enterprise standards and governance.
• Establish design patterns for workflows, automation, data models, and integrations.
• Ensure adherence to security, compliance (e.g., SOX), and access control policies.
• Drive Automation & AI Enablement:
• Design and implement advanced automation strategies to improve efficiency and reduce manual effort.
• Lead adoption of Zendesk AI capabilities (e.g., Agent Assist, Auto Assist, bots, intent routing).
• Partner with internal AI and engineering teams to integrate external AI solutions (e.g., conversational AI, knowledge generation).
• Identify and prioritize automation opportunities based on business impact and scalability.
• Operationalize & Optimize at Scale:
• Translate solution design into standardized, repeatable implementations across regions and business units.
• Establish operational frameworks, KPIs, and monitoring for performance (FRT, MTTR, containment, deflection).
• Continuously optimize configurations, automations, and workflows to drive efficiency and cost savings.
• Support global rollouts, onboarding, and hypercare for new business units.
• Translate Business Requirements into Solutions:
• Partner with business stakeholders to gather, analyze, and refine requirements.
• Convert business needs into technical designs and Zendesk configurations.
• Provide solution options with clear tradeoffs, risks, and recommendations.
• Ensure alignment between platform capabilities and business processes.
• Vendor Collaboration & Solution Consulting:
• Act as primary technical liaison with Zendesk product and engineering teams.
• Influence product direction through feedback, early access programs, and strategic partnerships.
• Evaluate new Zendesk features and roadmap alignment with internal strategy.
• Drive solution validation and feasibility assessments with Zendesk.
• Enablement, Training & Documentation:
• Develop and deliver training for Zendesk Administrators on advanced automation and AI capabilities.
• Create scalable documentation, playbooks, and design standards.
• Mentor administrators to support increasingly complex configurations and integrations.
• Establish a knowledge-sharing culture within the CoE.
• What you bring to the role:
• Bachelor's degree in computer science, Information Technology, or related field.
• Minimum 5-8+ years of experience in solutions architecture, platform engineering, or enterprise SaaS implementations.
• Must have deep expertise in Zendesk (Support, Guide, Messaging, Sunshine, APIs, automation).
• Strong experience with system integrations (REST APIs, middleware, event-driven architecture).
• Proven track record of designing and implementing scalable, enterprise-grade solutions.
• Experience driving automation and process optimization in a global environment.
• JSON knowledge is preferred.
• Experience with AI/automation platforms (e.g., conversational AI, machine learning applications) is preferred.
• Familiarity with integration platforms (iPaaS), data platforms, and CRM/ERP ecosystems is preferred.
• Experience working in a Center of Excellence or sha

Benefits

Additional Information

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey! This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely. Role Summary The Sr. Zendesk Platform Engineer, is responsible for defining and delivering scalable, enterprise-grade Zendesk solutions that drive automation, AI enablement, and operational excellence across the organization. This role serves as the technical authority for platform design, integrations, and advanced capabilities, translating business requirements into sustainable, high-impact solutions while enabling Zendesk Administrators through training, documentation, and best practices. Position Impact : This role is critical to evolving Zendesk from a support platform into a modular, AI-driven service orchestration layer, enabling the business to scale efficiently, improve customer and agent experiences, and accelerate digital transformation.

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