Manager - IC - Zendesk Solution Architect

About the role

Manager - IC - Zendesk Solution Architect at Arcadia. Own end-to-end Zendesk architecture, configuration, and administration across multiple business units.

What you'll do

• Own end-to-end Zendesk architecture, configuration, and administration across multiple business units
• Design, build, and maintain integrations between Zendesk and internal systems (CRM, billing, ticketing, data platforms) as well as third-party tools (Salesforce, Slack
• Lead workflow automation design — triggers, automations, macros, SLAs, routing logic — to support complex, multi-team support operations
• Drive migration and consolidation efforts as existing tools (ticketing system) transition into Zendesk
• Partner with cross-functional stakeholders (Product, Operations, Engineering, Customer support) to gather requirements and translate them into scalable Zendesk solutions

What you need

• 10–18 yrs of experience
• Zendesk
• REST APIs
• Salesforce
• JIRA
• CRM
• VBA
• Any graduate

Good to have

• M&A
• Confluence
• Ticketing tools