• Serve as the primary technical architect for Zendesk-aligned opportunities across North America • Lead discovery, solution shaping, use-case definition, integration patterns, and scoping for the full Zendesk portfolio • Partner with Sales, Alliances, and practice leadership to support RFP responses, demos, client briefings, and workshops • Translate business goals into platform architecture that fits within a modern, multi-cloud CX ecosystem • Provide architectural oversight on active engagements to ensure quality, scalability, and alignment to best practices • Mentor a pod of multi-cloud technologists across CRM, CCaaS, and AI domains; elevate skills and raise architectural maturity • Create repeatable assets, templates, reference architectures, and estimation frameworks • Guide teams on the intersection of Zendesk with CCaaS and enterprise systems (CRM, data, AI/ML, integrations) • Help refine and mature our CRM strategy as it relates to CCaaS evolution, hyperscaler partnership motion, and emerging CX trends • Provide thought leadership on platform evolution, releases, CX orchestration, data connectivity, and AI-driven service models • Represent the Zendesk capability within internal and external forums, partner communities, and GTM programming.