Manager - IC - Zendesk Solution Architect

Zendesk Solutions Architect / Integration Lead L3 H / L4 — Full-Time or Consultant Level: L3H / L4 Employment Type: Full-Time or Consultant Experience: 10+ years in IT, with significant hands-on Zendesk ownership Role Summary We're scaling Zendesk adoption across our newly acquired organization and need a senior technical owner to lead and implement deeper integration of Zendesk with internal and third-party systems, strengthening it as the central workflow management platform across support operations.

Key Responsibilities

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, JIRA, etc.) 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 Establish governance standards, admin access controls, and change management practices for Zendesk configuration Troubleshoot integration issues and serve as the technical escalation point for Zendesk-related platform problems Evaluate and implement Zendesk apps/marketplace tools and APIs to extend platform capability Required Qualifications 10+ years of overall IT experience, with 4-5+ years specifically in Zendesk administration/architecture Proven hands-on experience integrating Zendesk with other platforms (APIs, webhooks, middleware tools like JIRA, Salesforce, or custom integrations) Deep knowledge of Zendesk Support, Guide, Talk, and/or the Zendesk Sunshine/Apps framework Experience with Zendesk workflow design: triggers, automations, business rules, SLA policies, macros Strong understanding of ticketing/CRM ecosystems and migration methodologies (e.

g., Salesforce-to-Zendesk) Working knowledge of scripting/API integration (REST APIs, JSON, webhooks) Experience with data migration, sandbox-to-production rollout, and governance/access control frameworks Excellent stakeholder management skills — able to work directly with global/cross-regional teams Preferred Qualifications Zendesk certification(s) — Administrator, Advanced Administrator Experience in utility, energy, or B2B services support environments Prior experience during M&A / post-acquisition platform consolidation Familiarity with adjacent tools: Smart.

Sheet, Confluence, JIRA, Salesforce Who We Are Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability — across every location, at enterprise scale. Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon .

We deliver this through three comprehensive solutions: Utility Bill Management: Automating the entire utility bill lifecycle — from data capture and validation to payment processing and auditing. Energy Procurement Advisory : Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.

Sustainability Reporting — Verified emissions data with seamless integration into leading sustainability platforms. Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines — united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

Benefits

"Remote first" culture - work anywhere in the continental US as long as you have a reliable internet connection Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year 11 annual holidays 10 days sick leave Up to 2 weeks bereavement leave 2 volunteer days off 2 professional development days off Parental Leave Benefits for ALL parents 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents For engineering A supportive engineering culture that values diversity, empathy, teamwork, trust, and efficiency Celebrating Diversity and Inclusion Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future.

Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation by emailing careers@arcadia.com prior to completing your application.