Zendesk is hiring a Principal Customer Architect to help enterprise customers adopt its AI Resolution Platform and turn early proof of value into lasting adoption. In this role, you’ll lead technical adoption roadmaps, build account technology plans, diagnose barriers across configuration and data, guide AI/platform adoption with repeatable playbooks, lead discovery and demos, scope pilots with clear ROI, and coordinate specialists around shared customer outcomes. You should have strong technical judgment across SaaS configuration, APIs, data flows, and AI automation, and be able to translate complex technical ideas into business language, using adoption plans, maturity assessments, and stakeholder alignment to drive change. A typical background includes 12+ years in complex, customer-facing technical transformation or related fields, with a track record of owning adoption outcomes for enterprise customers and influencing senior stakeholders. Zendesk commits to inclusion, offers a hybrid work model, is an equal opportunity employer, and may use AI-based screening tools; accommodations for applicants with disabilities are available.
