Senior Zendesk Architect / Senior Systems Lead (Zendesk) – Contract
Location: Austin, TX (Hybrid)
Duration: Contract through August 2026 - with potential to convert
Reports To: Sr. Director, Operations

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About Togetherwork

Togetherwork is a $250M recurring revenue SaaS business powering over 33 software applications across 12+ vertical markets. Our solutions help communities, organizations, and businesses operate more effectively and grow with confidence.

With our headquarters on South Congress in Austin, TX, we are in a strong phase of growth and operational maturity. We are focused on building scalable systems, delivering exceptional customer experiences, and driving long-term value across our ecosystem.

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About the Role

We are hiring a Senior Zendesk Architect / Senior Systems Lead to own the strategy, architecture, and performance of our Zendesk environment. This is a high-impact role responsible for designing a scalable, integrated support ecosystem that supports both SaaS and payments operations.

This is not an administrative role. You will serve as the technical authority for Zendesk, driving automation, integration, and system design while partnering closely with Support, Customer Success, Product, Engineering, and Payments teams.

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What You’ll Do

Architecture and Strategy

• Own the end-to-end architecture of Zendesk (Support, Guide, Explore, Talk, Messaging)
• Design scalable workflows, automation frameworks, and data structures
• Define and execute a long-term roadmap for Zendesk and customer experience tooling

System Optimization and Administration

• Configure and maintain triggers, automations, macros, SLAs, routing logic, and custom objects
• Continuously improve workflows, agent efficiency, and customer experience
• Ensure system reliability, performance, and data integrity

Integrations and Data

• Lead integrations between Zendesk and core systems including Salesforce, Stripe, Jira, and PowerBI
• Partner with Engineering on API-driven and event-based solutions
• Build and maintain reporting, dashboards, and operational insights

AI and Automation

• Define and implement AI-driven capabilities including bots, intelligent triage, and workflow automation
• Evaluate and integrate third-party AI tools to improve efficiency and customer outcomes
• Establish standards for responsible AI usage, data quality, and continuous improvement

Leadership and Collaboration

• Serve as the Zendesk subject matter expert across the organization
• Translate business needs into scalable technical solutions in partnership with CX and Operations leadership
• Mentor or lead Zendesk administrators and systems analysts
• Establish governance, documentation, and best practices

Process Improvement

• Identify and implement automation and self-service opportunities
• Optimize workflows across SaaS and payments support use cases, including billing, disputes, and onboarding

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Qualifications

Experience

• 7+ years of hands-on Zendesk experience, with deep expertise in Support
• Strong experience with Guide, Explore, Talk, and Messaging preferred
• Proven track record of architecting and scaling Zendesk in a SaaS environment
• Experience supporting payments, billing, or fintech workflows preferred
• Experience leading projects or teams in a cross-functional environment

Technical Skills

• Deep understanding of Zendesk APIs, apps, and integration patterns
• Experience with REST APIs, webhooks, and middleware tools
• Experience implementing AI and automation within Zendesk
• Strong reporting and analytics capabilities
• Comfortable partnering with Engineering on technical solutions

Leadership and Communication

• Ability to operate both strategically and hands-on
• Strong stakeholder management and cross-functional collaboration
• Experience establishing governance and operational standards

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Nice to Have

• Zendesk certifications (Administrator, Support, Architect)
• Experience supporting multi-brand Zendesk environments
• Background in customer experience or support operations leadership

 

Inclusion and Diversity

Togetherwork is an Equal Employment Opportunity Employer. We value diverse backgrounds, experiences, and perspectives. Employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, disability, veteran status, age, national origin, or any other protected category under applicable law.

 

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.