Platform Product Owner - Zendesk
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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, hybrid/remote flexibility, and metro location increase applicant competition.
Highly Zendesk-specific platform and integration expertise limits cross-industry transferability.
Explicit 12+ years and Zendesk-specific technical requirements create rigorous shortlisting filters.
Job Description
Structured overview of role & requirementsAbout This Role
Own and execute the Zendesk platform architecture and technical roadmap aligned with business priorities, ensuring platform robustness, scalability, and security.
Lead and mentor the Zendesk engineering and administration team, overseeing technical execution including custom app development, integrations, and advanced ticket routing.
Serve as the primary liaison between customer experience leadership and engineering, translating business needs into technical requirements and communicating roadmap and risks to stakeholders.
Minimum Requirements
Bachelor’s or Master’s degree in Computer Science, IT, Engineering, or equivalent practical experience.
12+ years of experience designing, configuring, and delivering enterprise customer service platforms.
5+ years in a Product Owner, Platform Manager, or Enterprise Solution Architect role focused on Zendesk.
Deep technical expertise across Zendesk Suite (Support, Guide, Talk, Messaging, Explore, Sunshine), Zendesk Apps Framework, REST APIs, Liquid markup, Webhooks, and enterprise system integrations.
Ideal Candidate Profile
Senior technical leader with extensive hands-on experience in Zendesk platform architecture and complex custom integrations.
Experienced in Agile/Scrum environments, able to manage product backlogs and balance functional with non-functional requirements like scalability and compliance.
Skilled in stakeholder communication bridging CX strategy and engineering delivery within a global organization operating hybrid work models.