Sr. Zendesk Platform Engineer (AI)

TL;DR

Sr. Zendesk Platform Engineer (AI): Designing and delivering enterprise-grade Zendesk solutions with an accent on automation, AI enablement, and platform architecture. Focus on evolving Zendesk into an AI-driven service orchestration layer, implementing conversational AI, and optimizing global workflows.

Location: Hybrid role based in Mississauga, Ontario office (3 days in office, 2 days remote)

Salary: $100,000 - 115,000 CAD per year

Company

A leading global technology company that facilitates the IT sales channel through its digital platform hirify.global Xvantage.

What you will do

• Lead end-to-end solution design for Zendesk across support, messaging, and AI.
• Design and implement advanced automation strategies and AI capabilities, including Agent Assist, bots, and intent routing.
• Translate complex business requirements into scalable technical architectures and standardized implementations.
• Act as the primary technical liaison with Zendesk product and engineering teams to influence product direction.
• Develop training, playbooks, and documentation for Zendesk Administrators to scale knowledge across the organization.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5-8+ years of experience in solutions architecture, platform engineering, or enterprise SaaS implementations.
• Deep expertise in Zendesk (Support, Guide, Messaging, Sunshine, APIs, automation).
• Strong experience with system integrations, including REST APIs and event-driven architecture.
• Must be based in or be able to work from the Mississauga, Ontario office.

Nice to have

• Knowledge of JSON.
• Experience with AI/automation platforms, such as conversational AI or machine learning applications.
• Familiarity with integration platforms (iPaaS), data platforms, and CRM/ERP ecosystems.
• Zendesk certifications as an Administrator, Developer, or Architect.

Culture & Benefits

• Great Place to Work Certification™ for 2025-2026 in Canada.
• Comprehensive benefits including flexible Healthcare, Dental, Vision, and mental health support.
• RRSP Matching and paid time off.
• Inclusive work environment emphasizing diversity and equal opportunity.