Zendesk Architect

About the Position

We are seeking a Zendesk Architect to join our Digital Growth Solutions team in Krakow, Poland. You will lead the architectural design and strategic evolution of our Customer Care ecosystem, ensuring seamless integration with enterprise systems for a high-performance experience globally.

Responsibilities

• Strategic Architecting: Design end-to-end solutions for Zendesk Support, Guide, and Talk, specializing in the transition from legacy objects to Custom Objects v2.
• System Integration: Lead the design of complex integration patterns between Zendesk and boundary systems (Salesforce, AWS Aurora) using REST APIs and middleware like Workato.
• Warranty Ecosystem Leadership: Oversee the implementation of the Zendesk Apps Framework (ZAF) to display real-time warranty data from the AWS SoR, ensuring "In Warranty" badges and expiration dates are accurate without local calculation lag.
• Technical Governance: Establish coding standards and best practices for custom application development using React.js, Node.js, and Vue.js.
• Performance Optimization: Address architectural gaps such as "multi-hop async chains" and design UX fallback strategies to maintain system stability during high-volume data syncs.
• Cross-Functional Collaboration: Partner with Salesforce Architects and AWS Developers to ensure data consistency across the unified System of Record (SoR).

Requirements

• Experience: At least 8+ years of total experience in the IT industry, with 5+ years specifically architecting and developing custom applications on the Zendesk Platform.
• Development Expertise: Expert-level proficiency in JavaScript, Node.js, React.js, and JQuery for building robust Zendesk Apps.
• Integration Mastery: Deep understanding of REST API usage, webhooks, and the architectural nuances of connecting Zendesk to external cloud databases.
• Technical Stack: Solid command of web technologies including HTTP, AJAX, HTML5, and CSS3, coupled with strong Object-Oriented design principles.
• Platform Knowledge: Comprehensive experience with Zendesk Sunshine, Custom Objects, and sophisticated Ticket/User relationship mapping.
• Project Leadership: Proven ability to analyze functional requirements and translate them into scalable technical designs in a fast-paced environment.

Nice to Have

• Working in Video Collaboration projects

We Offer

• Competitive salary
• Full-time employment contract
• On-site work mode

About the Company

Luxoft, a DXC Technology Company, is a global digital strategy and software engineering firm with over 17,000 international employees within its 58 offices in 29 countries. Headquartered in Zug, Switzerland, Luxoft has been present on the Polish market for over 13 years. We have offices in Krakow, Warsaw, Wroclaw, and Gdansk, employing over 2,000 professional experts carrying out projects for over 100 clients from the financial, automotive, medical, tourist industries, etc.

At Luxoft, we offer innovative projects, opportunities for rapid development, an extensive training program, and attractive benefits for employees. Our diverse team includes 62% Polish employees and 38% from around 50 countries, including Ukraine, Brazil, India, Turkey, Spain, Portugal, Italy, Romania, USA, etc. Almost 80 percent of our employees are experts with the "Senior" experience level, with at least five years of experience. We care about our employees and strive to provide the best possible conditions for work and development.

Technology is our passion! We focus on top engineering talent, meaning you will be working with the best industry professionals from around the world. Because of that, Luxoft is a global family with an epic atmosphere – we love what we do!