Zendesk Architect

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future

Job Description

• 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

Qualifications

• 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

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.