Zendesk Solutions & Systems Architect

Support platforms designed as systems, not collections of settings.

Architecture, implementation, automation, AI, custom apps, APIs, integrations, reporting and platform optimization, with Zendesk at the center and the wider support ecosystem connected around it.

Hands-on platform work focused on removing operational friction, creating cleaner agent experiences and building support systems that remain reliable as teams and complexity grow.

50+ Zendesk implementations

End-to-end Platform ownership

Multi-system Architecture & integration

Business outcomes

Technology should remove friction from the operation.

The work is built around business results, reducing manual effort, protecting the customer experience, improving visibility and creating infrastructure that can scale without adding unnecessary operational complexity.

Create agent capacity

Reduce repetitive handling, manual checking, duplicated work and unnecessary navigation.

Protect customer experience

Keep escalations visible, ownership clear and high-impact customer issues moving through the right path.

Make data trustworthy

Build reporting and data structures that leadership can use for operational and commercial decisions.

Scale without workflow chaos

Design routing, permissions, automation and integrations that remain manageable as support operations grow.

Platform coverage

Zendesk, from first implementation to advanced platform engineering.

Work spans the customer channels, agent experience, business rules, data layer, AI, developer tooling and connected systems that make Zendesk operationally useful.

01 ↗

Implementation & Omnichannel

End-to-end Zendesk environments built around how customers contact the business and how support teams need to operate.

Email Messaging Live Chat Voice Social Help Center

Explore scope

Email channel architecture and routing Messaging and live chat configuration Voice and Zendesk Talk workflows Social and business messaging channels Help Center and customer request experience Multi-brand and multi-team architecture Sunshine Conversations and messaging ecosystems Business hours, schedules and channel ownership

02 ◎

Agent Workspace & Support Operations

Cleaner workspaces that bring the right context, actions and information to agents without unnecessary steps.

Agent Workspace Views Macros Forms Custom Fields

Explore scope

Ticket view architecture and operational queues Macros and standardized handling workflows Conditional ticket forms and custom field design Customer and organization context inside tickets Agent notifications and actionable operational signals Collaboration and internal support workflows Marketplace app configuration and optimization

03 ⇄

Routing, SLAs & Workflow Architecture

Business rules designed around ownership, priority, capacity, escalation paths and service commitments.

Omnichannel Routing SLAs Triggers Automations Queues

Explore scope

Omnichannel routing and queue design Skills, capacity and assignment logic Priority and escalation workflows SLA policies and operational visibility Trigger and automation architecture Ownership, reassignment and lifecycle management Round-robin and specialist-team routing Edge-case and conflict prevention

04 ✦

AI, Advanced AI & Copilot

AI architecture for both customer-facing automation and agent-side intelligence, with structured escalation when automation should stop.

AI Agents Advanced AI Copilot Dialogues Procedures

Explore scope

AI Agents across email and messaging Advanced AI dialogue architecture Copilot procedures and agent-assist workflows Intent, reason-code and topic classification Structured AI-to-human escalation Knowledge retrieval and answer-quality optimization Product-specific troubleshooting controls AI CSAT and performance evaluation

05 ⌘

Custom Apps & Internal Tools

Zendesk extended beyond native configuration using ZAF, App Builder, Custom Objects and purpose-built support tooling.

ZAF App Builder Custom Objects Sidebar Apps

Explore scope

Agent-side support intelligence tools Automatic conversation consolidation Organization context applications Agent notification and action surfaces Structured operational record applications Conditional app visibility and permissions Custom Object-backed workflows Custom actions and event-based processing

06 { }

APIs, Integrations & Action Flows

Zendesk connected to engineering, CRM, commerce, automation and operational systems with controlled data movement.

REST API Webhooks Action Flows Event Processing

Explore scope

Zendesk REST API integrations Two-way system synchronization External event and webhook processing Data validation before workflow execution Custom actions when native triggers are insufficient Sequenced multi-system automation Duplicate and race-condition prevention Integration recovery and failed-data reconstruction

07 ▦

Reporting, Analytics & Data

Reporting starts with clean operational data, not simply building a dashboard after the system is already live.

Explore Dashboards CSAT Data Recovery WFM

Explore scope

Operational and leadership dashboards Custom metrics and reporting structures CSAT architecture and analysis Voice and channel performance reporting Data extraction and reconciliation Historical data reconstruction Missing-record and integration-gap analysis Workforce management and global scheduling

08 ◫

Knowledge & Self-Service

Help Center and knowledge structures designed for customers, agents and AI retrieval at the same time.

Guide Knowledge User Segments Community AI Retrieval

Explore scope

Help Center architecture and customization Article hierarchy and content structure Knowledge visibility and user segmentation AI-friendly knowledge optimization Customer-facing forms and request journeys Community and self-service experiences Agent knowledge access and reuse

09 ◇

Security, Governance & Change

Platform changes delivered with attention to access, downstream impact and safe rollout across live environments.

Roles Permissions SSO Audit Change Control

Explore scope

Agent and custom-role permission design Organization and group access models Authentication and SSO-related architecture Sandbox and controlled testing Configuration audits and dependency analysis Change impact assessment Phased rollout and validation

10 ↻

Optimization & Platform Strategy

Existing environments audited, simplified and rebuilt where configuration has become difficult to maintain or scale.

Audit Cleanup Architecture Migration Strategy

Explore scope

Platform and workflow audits Trigger and automation cleanup Field and form architecture redesign Noise reduction and stability improvements Multi-brand and multi-team restructuring Migration and implementation planning Technical solution design for platform gaps

Selected solutions

Business problems translated into working Zendesk solutions.

Client details are intentionally removed. The focus is the operational problem, the architecture behind the solution and what changed for the team using it.

Support Operations Intelligence Assistant

An agent-side experience designed to bring together ticket context, previous support history, relevant operational information and resolution guidance without forcing agents to search across multiple screens and systems.

Zendesk App Builder · AI · Ticket Context · Agent Workspace

Operational impact

Faster case understanding, less context switching and a stronger foundation for agent-assisted resolution and internal support intelligence.

Intelligent Ticket Consolidation

Automation built to identify duplicate support conversations, preserve relevant public and internal context, consolidate the conversation into the correct ticket and prevent unsafe self-processing or unnecessary customer notifications.

Zendesk · Automation · Conversation Logic · Event Processing

Operational impact

Reduced ticket clutter and fragmented conversations while giving agents a clearer single source of truth for each support issue.

Organization Context Workspace

A dedicated ticket-side application that surfaces important organization-level information directly inside the agent workspace, including operational and account context that would otherwise require opening the organization record.

Zendesk App · Organization Data · Agent Workspace · Permissions

Operational impact

Important customer context stays visible while agents work, reducing navigation and supporting better prioritization and account-aware handling.

Agent Notification & Action Center

A centralized agent-side layer for surfacing the operational signals that matter, helping support teams identify actions, alerts and important ticket conditions without relying on scattered notifications.

Zendesk Apps · Agent Experience · Notifications · Workflow Logic

Operational impact

Cleaner attention management and better visibility into the tickets and actions that require intervention.

Structured Operational Record Application

A custom Zendesk sidebar workflow backed by Custom Objects, with conditional visibility, role-based access, persistent structured records, unique identifiers, operational assessment fields and linked media references.

ZAF · Custom Objects · Conditional UI · Role-Based Access

Operational impact

Replaced an unstructured support process with a controlled workflow and reusable operational data directly connected to the Zendesk ticket.

Automated Order Intelligence & Ticketing

External order and delivery data evaluated through business logic before Zendesk tickets are created, ensuring that only genuine cases enter support queues with the correct context, routing and reporting structure.

APIs · Zendesk · Automation · External Data · Reporting

Operational impact

Removed recurring manual checks, reduced unnecessary ticket creation and created a repeatable daily support workflow based on validated operational data.

Support ↔ Engineering Workflow Automation

Zendesk and Jira connected so support teams can create and link engineering work, expose the relevant technical context and keep status changes synchronized across both environments.

Zendesk · Jira · Issue Creation · Linking · Status Sync

Operational impact

Reduced manual handoff work and improved visibility between customer support and engineering throughout the lifecycle of technical issues.

AI Agent & Copilot Architecture

Customer-facing AI and agent-assist workflows designed across email and messaging, including dialogue flows, procedures, knowledge controls, reason codes, structured context and controlled escalation to human support.

Advanced AI · AI Agents · Copilot · Knowledge · Escalation

Operational impact

Better automation coverage without treating AI as a black box, with clearer escalation paths and stronger controls around when an agent should take over.

Integration Recovery & Data Reconciliation

Broken or incomplete intake pipelines investigated end to end, with historical records reconstructed, failed events recovered, duplicates controlled and external source data reconciled against Zendesk.

Zendesk API · Data Recovery · Reconciliation · Automation

Operational impact

Restored missing operational records and reporting confidence while creating a safer process for handling future failures.

Connected ecosystem

Zendesk first. Connected systems where the workflow requires them.

Support operations rarely live inside one platform. Work extends into CRM, engineering, commerce, project management, automation and collaboration tools so the full process works together.

Primary support platforms

Zendesk Freshdesk Gorgias Intercom

CRM & engineering

Salesforce Jira Atlassian Custom CRMs

Automation, commerce & data

Shopify Zapier Typeform Google Sheets Cloudflare

Operations & collaboration

Slack Monday.com ClickUp Trello GitHub

Delivery approach

Understand the operation first. Configure the platform second.

The goal is not to force a business process into whatever Zendesk happens to offer. Requirements, dependencies, edge cases and downstream reporting are understood before the solution is built.

Discover

Understand the support operation, customer journey, stakeholders, pain points and system dependencies.

Architect

Map the data, workflow, routing, integrations, automation and reporting structure before build.

Build

Configure Zendesk and develop the integrations, custom apps or external processing required.

Validate

Test normal paths, edge cases, permissions, automation conflicts and downstream impact.

Optimize

Monitor real usage, remove friction and continue improving the platform as support needs evolve.