Manhattan WMOS Engineer
ShyftLabs
Support Manhattan WMOS implementations and operations as a WMS Engineer at ShyftLabs. ShyftLabs builds data products and digital solutions for Fortune 500 companies.
Open
Zendesk develops customer service and sales software that helps organizations manage conversations, support requests, and customer relationships in one connected environment. Its platform brings together messaging, live chat, AI-powered automation, data privacy and protection tools, and an agent workspace, giving teams flexible ways to organize service operations as they grow. Zendesk also offers professional services and training resources, with a stated focus on personalized customer interactions, integrated workflows, diversity and inclusion, and sustainability.
German-Speaking Technical Architect, Zendesk (Dublin Hybrid)
Design AI-powered Zendesk architectures for enterprise customer-experience solutions. Lead discovery, integrations, automation, implementation planning, and technical guidance in English and German.
Description
- Design secure, scalable AI-first architectures for automation, self-service, agent assistance, intelligent routing, and related Zendesk use cases
- Support customers with rollout planning, change management, and operational readiness for sustained AI adoption
- Apply AI tools to improve personal and team productivity
- Connect solution choices to measurable gains in containment, deflection, productivity, resolution speed, customer satisfaction, and operational efficiency
- Facilitate technical discovery sessions with customers
- Set solution scope and uncover high-value opportunities for AI adoption
- Guide customers on architecture, integrations, data readiness, and implementation tradeoffs
- Work with delivery teams to turn solution designs into effective implementations
- Maintain technical quality, aligned scope, and reliable execution
- Coordinate with Sales, Customer Success, Support, Product, and Professional Services
- Find ways to extend Zendesk through APIs, app frameworks, automation, and custom integrations
- Assess product gaps, technical limitations, and workflow constraints
- Propose tested workarounds and alternative solution designs
- Translate customer business objectives into scalable, AI-first Zendesk architectures
- Resolve technical blockers and help customers realize value faster
Requirements
- At least five years of experience in architecture, machine learning engineering, solutions architecture, or technical consulting
- A track record of designing and deploying AI or machine learning solutions in production
- Experience with AI service tools, automation platforms, or conversational AI products such as Decagon, Forethought, Ada, or comparable solutions
- Experience assessing data readiness, governance, and operational preparedness for AI initiatives
- Background in SaaS, enterprise software, or customer-experience technology
- Practical experience with REST APIs, integrations, and solution design spanning web, backend, and/or mobile systems
- Experience leading customer discovery and converting business requirements into technical architectures
- Confidence presenting technical solutions to engineering teams and executive stakeholders
- Strong consulting, collaboration, and stakeholder-management abilities
- Bachelor’s degree in Computer Science, Engineering, Business, or equivalent professional experience
- Ability to work in a hybrid setting and support customers across time zones when needed
- Fluency in English and German
- Excellent spoken and written communication in English and German
- Solid understanding of AI use cases throughout the customer-service journey
- Demonstrated ability to create scalable, maintainable, end-to-end AI architectures
- Ability to lead complex customer discussions and influence technical direction
- Ability to balance scope, expectations, dependencies, and delivery timelines
- Strong analytical reasoning and practical decision-making
- Comfort working in a fast-changing environment
- Commitment to keeping current with Zendesk products, AI developments, customer-service transformation, and modern integration practices
Benefits
- Hybrid working that combines onsite collaboration with remote flexibility
- The option to work remotely for part of the week
- An inclusive workplace supported by global diversity, equity, and inclusion initiatives
- Reasonable accommodations for applicants with disabilities and disabled veterans
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