# Principal Customer Architect

**Company**: Zendesk
**Location**: Remote, United Kingdom
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Consulting
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-United-Kingdom/Principal-Customer-Architect_R35820?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/principal-customer-architect-7a5ce255-525/

## Description

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.

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## Skills

### Required
- SaaS configuration
- integrations
- APIs
- data flows
- AI automation
- technical judgment
- structured discovery
- stakeholder alignment

### Nice to have
- customer service
- CX platforms
- AI agents
- workflow automation
- service operations
- regulated environments
- complex architectures
- advanced AI automation

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-United-Kingdom/Principal-Customer-Architect_R35820?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)