Zendesk Architect - The Nielsen Company

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