Define and execute the product vision for the customer-facing self-service portal
Act as the lead architect for the global support toolset
Utilize analytics to identify high-cost friction points and implement deflection strategies
Design complex, dynamic routing workflows that intake customer intent
Define the integration architecture between CRM and Support ticketing systems
Collaborate with the Knowledge Program Manager to govern the information architecture
Own the roadmap for next-generation capabilities
Define the KPIs for the digital channel and present quarterly business reviews to leadership

7+ years of Technical Product Management or Solution Architecture experience within a global contact center or customer experience environment
Expert-level knowledge of Salesforce Service Cloud and Zendesk ecosystems
Proven track record of building and launching a self-service portal or digital support channel from the ground up in a greenfield environment
Demonstrated ability to design integration workflows between CRM, Ticketing, and Telephony systems (API concepts, middleware logic, data mapping)
Ability to build business cases for technology investments and prove ROI through rigorous data analysis
Strong methodology (Agile/Scrum) experience to manage complex implementations with cross-functional stakeholders
Bachelor's degree in Computer Science, Business, or Information Systems; MBA or relevant technical certifications (e.g., Salesforce Architect) is a plus.

Senior Customer Support Help Center Architect, Self-Service Product Manager – Zendesk

Key skills