Lead Enterprise AI Adoption Architect

Zendesk, Inc.; Denmark; Hybrid; DKK 1,400,000 - 2,300,000; Full time

Job summary

Zendesk seeks a Principal Customer Architect to guide enterprise customers in adopting Zendesk's AI Resolution Platform, translating business goals into actionable technical plans and measurable outcomes.

You will lead adoption roadmaps, coordinate AI experts and services, run productized pilots, and enable customers through repeatable playbooks, while balancing architecture needs with practical delivery.

Qualifications

• Typically 12+ years of experience in complex customer-facing technical transformation, architecture, AI automation, advisory, 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.

Responsibilities

• 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.

Skills

Strategic leadership

Technical judgment

AI automation

SaaS configuration

Stakeholder alignment

Discovery facilitation

Tools

APIs

Data integrations

Architecture reviews

Job description

Zendesk seeks a Principal Customer Architect to guide enterprise customers in adopting Zendesk's AI Resolution Platform, translating business goals into actionable technical plans and measurable outcomes.

You will lead adoption roadmaps, coordinate AI experts and services, run productized pilots, and enable customers through repeatable playbooks, while balancing architecture needs with practical delivery.