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.

Responsibilities

- 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.
- 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.
- 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.
- Partner with business stakeholders to gather, analyze, and refine requirements.
- Convert business needs into technical designs and Zendesk configurations.
- Provide solution options with transparent tradeoffs, risks, and recommendations.
- Ensure alignment between platform capabilities and business processes.




- 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.
- 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.
- 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 shared services model is preferred.
- Zendesk certifications (Administrator, Developer, or Architect) is a strong asset.

Core Competencies

- Strategic Thinking: Ability to design long‑term, scalable solutions aligned with business goals.
- Technical Leadership: Strong ownership of architecture, standards, and best practices.
- Problem Solving: Ability to break down complex requirements into actionable solutions.
- Stakeholder Management: Effective communication with business,



technical, and executive audiences.
- Enablement Mindset: Passion for developing others and scaling knowledge across teams.
- High‑Pressure Decision‑Making: Able to perform effectively in high‑pressure environments.

Success Metrics of the Role

- Adoption and impact of AI and automation (deflection, containment, efficiency gains)
- Platform scalability and performance across regions
- Reduction in manual processes and operational overhead
- Quality and consistency of solution design and implementation
- Administrator capability growth and self‑sufficiency

The typical base pay range for this role across Canada is $100,000 -115,000 CAD per year. This range reflects the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills.

This role is for an existing vacancy and will not use AI for screening applicants.

Benefits

Canadian associates have access to flexible Healthcare, Dental, Vision, well‑being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
Accommodations for job applicants are available on request; please contact us by sending an email to AODAF [email protected] . This email box is designed to assist with accommodations through the hiring process. Emails sent for non‑accommodation‑related inquiries, such as following up on an application, will not receive a response.

In your email, please provide contact details, preferred contact method and describe the accommodation so we can work with you to assist.

#J-18808-Ljbffr

📌 Sr. Zendesk Platform Engineer (Mississauga)
🏢 Ingram Micro
📍 Mississauga