Principal Customer Architect

Join Zendesk as a Principal Customer Architect to help enterprise customers adopt AI Resolution Platform. You'll shape technical adoption strategies, guide customers through AI-enabled change, and help them realize measurable business outcomes. What you'll be doing Lead technical adoption roadmaps for strategic customers, translating business priorities and technical health into clear milestones and measurable outcomes. Build account technology plans covering architecture, Zendesk usage, technical debt, customer priorities, and adoption opportunities. Diagnose barriers across configuration, data, integrations, processes, operating models, and stakeholder alignment; turn findings into prioritized actions. Guide customers through AI and platform adoption with repeatable playbooks, standard configurations, and practical enablement. Lead technical discovery, whiteboarding, relevant product demonstrations, and standard sandbox configurations to make proposed outcomes tangible. Scope productized pilots and proofs of concept with clear success criteria, ROI logic, and a path to production adoption. Coordinate AI Experts, Professional Services, FDEs, Architects, and other specialists around a shared customer outcome. Share technical evidence that supports adoption, value realization, and expansion readiness, while tracking progress through approved systems. What you bring to the role Strong technical judgment across SaaS configuration, integrations, APIs, data flows, and AI automation. The ability to lead structured discovery and explain complex technical ideas in clear business language, from practitioners to executives. Experience using adoption plans, maturity assessments, playbooks, and stakeholder alignment to make customer change stick. Good solution-scoping judgment: you know when a standard approach is right and when to bring in deeper technical or delivery expertise. Comfort with light demos and standard configuration that help customers understand what's possible without over-customizing. A proactive, calm approach to ambiguous customer challenges, with the ability to build trust and lead through influence. An AI-literate approach to your work: you can use approved AI tools responsibly, consider data, security, oversight, and measurement, and adapt as AI changes customer workflows. Basic qualifications Typically 12+ years of experience in complex customer-facing technical transformation, architecture, AI automation, advisory, or a related field,or an equivalent record of impact. Experience owning technical adoption or transformation outcomes with enterprise customers. Demonstrated ability to lead technical discovery, assess integrations or data flows, and recommend practical solutions. A track record of influencing senior stakeholders and coordinating cross-functional teams through complex change. Benefits Hybrid way of working, enabling purposeful in-person connections and remote work flexibility. Commitment to fairness and transparency in hiring practices. Equal opportunity employer with ongoing efforts to foster global diversity, equity, & inclusion. Job Data by YubHub .