Business Architect

Job DescriptionZendesk's Enterprise Architecture team is in search of a Lead Business Architect, proficient in applying a structured business architecture approach and methodology to gather key views (capability, functional landscape) and help define, re-engineer and automate processes across the enterpriseYou will partner closely with business and operational team members, IT and engineering to comprehend Zendesk's business architecture and pinpoint areas for improvement, and delineate and roadmap strategies to enhance key capabilities. Additionally, you lead the enablement of key capabilities and to build outstanding organizational designs and operating metrics.The Role

• Define and improve critical capabilities across the Finance landscape while assessing and providing recommendations on maturation

• Arrive at a high level business architecture that helps business partners prioritize and sequence critical initiatives while serving as a link between process and systems.

• Identify and prioritize high-value AI/ML use cases across Finance (e.g., IDP for invoices, anomaly detection for spend, forecasting, intelligent routing/case deflection), with clear ROI, risk tiering, and adoption plans.

• Partner with Data/ML, AI Engineering, Security, and Legal to design AI-enabled capabilities (LLM copilots, RAG over enterprise knowledge, document understanding) and integrate them into process and capability maps.

• Visualize and create high level value stream and process models that can be used in knowledge sharing and future analysis

• Model, maintain and present key Business Architecture work, including business capabilities, gap analysis, current and target state flows, value streams, process mapping and modeling, data modeling, and use cases

• Engage with Enterprise, Solution, and Domain Architects to assist with translating business capabilities to technical design, collaborate closely with IT Architects to craft optimal technical solutions to meet business needs and aligning IT strategies

• Design and optimize organizational structures, focusing on aligning team configurations, roles, and responsibilities to maximize efficiency and support strategic objectives.

• Ensure that business processes meet both short and long-term requirements and support Zendesk's technology development as we grow.

• Conduct workshops and coordinate across multiple senior stakeholders

Required Skills

• 3+ years as a business architect or process architect

• Ability to document requirements for business process flows, capability and feature descriptions, gap analysis, KPIs, business use cases, and visual and textual techniques.

• Ability to leverage requirements elicitation methods, including focus groups, white-boarding, surveys, or questionnaires to conduct business research and interviews in support of business capabilities and features

• Hands-on experience shaping or deploying GenAI/LLM solutions in enterprise workflows; practical prompt engineering and evaluation.

• Exposure to AI governance, risk, and compliance, security/privacy-by-design, and PII handling.

• Experience with design thinking strategies including customer-centric development processes and leading Customer Journey Mapping sessions with business partners to define business optimization opportunities

• Experience using process tools like Signavio, Appias, Nintex, Lucid Chart, Vizio, Miro or equivalent experience

• Experience with data-driven approaches to capture, design, and build end-to-end business processes and creating operating metrics

• Ability to work independently with minimal direction

Preferred Skills

• Lean Six Sigma certification preferred

• Experience using Business Architecture tools such as ARIS, iServer, etc is plus

• Finance AI use cases (cash application, collections prioritization, fraud/expense anomaly detection, revenue leakage prevention).

• Knowledge of MLOps/model monitoring concepts; A/B testing or experimentation frameworks for AI features.

• Experience in Business Process Modeling Notation (BPMN)

• Experience with RPA software such as UiPath, AutomationAnywhere, BluePrism

• Experience with finance and accounting platforms including; Zuora, Stripe, NetSuite, Oracle Fusion, Blackline, Avalara, Workday Financials

• Experience in leveraging technical architecting outputs - systems, data, framework, and UI components

• Experience working with and applying Lean Design principles - value mapping, creating flows, identifying waste

Why ZendeskAt Zendesk, we believe that every great customer relationship stems from a conversation. So we built a customer service software company that designs solutions to foster better customer relationships. From large enterprises to startups, powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information. 

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Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.

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