Platform Product Owner - Zendesk

Overview

Own the architecture, governance, roadmap, and delivery of Logitech’s enterprise Zendesk customer support and experience platform. Lead the Zendesk engineering and administration team while translating customer experience objectives into technical solutions.

What you'll do

• Define and execute the Zendesk platform architecture and technical roadmap.
• Establish governance standards for configuration, custom code, APIs, security, and releases.
• Architect workflows, custom ZAF apps, webhook integrations, and ticket-routing strategies.
• Lead, mentor, and develop the Zendesk engineering and administration team.
• Conduct code and configuration reviews and resolve complex technical challenges.
• Translate business needs into technical user stories and communicate roadmaps, risks, and metrics.

What you'll need

• 12+ years designing, configuring, and delivering enterprise customer service platform solutions.
• 5+ years as a Product Owner, Platform Manager, or Enterprise Solution Architect focused on Zendesk.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
• Technical proficiency across Zendesk Support, Guide, Explore, Messaging/Chat, Talk, Gather, and Sunshine.
• Hands-on experience with ZAF, REST APIs, Liquid, Webhooks, JSON, and custom Zendesk apps.
• Experience integrating Zendesk with Salesforce, Oracle ERP, middleware, and data warehouses.
• Expertise in routing, triggers, automations, SLAs, security controls, and custom data models.

Nice to have

• Zendesk Certified Expert, Master Administrator, or Certified App Developer credential.
• Certified Scrum Product Owner or equivalent Agile certification.
• Experience with Asana, Jira, or Monday.com.
• Experience with Zendesk AI, LLM, or conversational AI integrations.

Details

• Location: Chennai, India.