Principal Customer Architect

🔥 0 minutes ago

🏄 California, Texas – Remote

🏄 California – Remote 🤠 Texas – Remote

💵 $210k - $320k / year

⏰ Full Time

🔴 Lead

🏛️ Architect

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This company has sponsored H1B visas in the past.

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

💼 Consulting

📣 Marketing

📦 Logistics

💰 Grant on 2019-09

Consulting • Marketing • Logistics

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• Lead technical adoption roadmaps for strategic enterprise customers • 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 • Guide customers through AI and platform adoption using repeatable playbooks, standard configurations, and practical enablement • Lead technical discovery, whiteboarding, product demonstrations, and standard sandbox configurations • Scope productized pilots and proofs of concept with success criteria, ROI logic, and a path to production adoption • Coordinate AI Experts, Professional Services, FDEs, Architects, and other specialists around shared customer outcomes • Share technical evidence supporting adoption, value realization, and expansion readiness while tracking progress through approved systems

🎯 Requirements

• 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 • Track record of influencing senior stakeholders and coordinating cross-functional teams through complex change • Strong technical judgment across SaaS configuration, integrations, APIs, data flows, and AI automation • 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 • Good solution-scoping judgment • Comfort with light demos and standard configuration • Proactive, calm approach to ambiguous customer challenges; ability to build trust and lead through influence • AI-literate approach, including responsible use of approved AI tools and consideration of data, security, oversight, and measurement • Preferred: experience with customer service, CX platforms, AI agents, workflow automation, or service operations • Preferred: experience designing productized pilots, technical adoption programs, or repeatable customer playbooks • Preferred: familiarity with regulated environments, complex architectures, or advanced AI automation • Preferred: experience turning customer adoption patterns into scalable methods and providing structured feedback to Product and Engineering

🏖️ Benefits

• Bonus, benefits, or related incentives may be available • Hybrid working with flexibility to work remotely for part of the week • Reasonable accommodations for applicants with disabilities and disabled veterans

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