Senior Enterprise AI Adoption Architect

Zendesk, Inc.; California; Remote; USD 210,000 - 320,000; Full time

Job summary

Zendesk, Inc. seeks a Principal Customer Architect to guide enterprise AI-enabled adoption of Zendesk’s AI Resolution Platform. You will craft adoption roadmaps, align stakeholders, and coordinate specialists to translate customer goals into measurable outcomes.

The role emphasizes structured discovery, repeatable playbooks, and scalable pilots while maintaining strong business language for executives. You will lead pilots, scope proofs of concept, and ensure successful production adoption with

Qualifications

• 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.

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.
• 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

SaaS configuration

APIs integration

Data flows

AI automation

Stakeholder alignment

Technical discovery

Job description

Zendesk, Inc. seeks a Principal Customer Architect to guide enterprise AI-enabled adoption of Zendesk’s AI Resolution Platform. You will craft adoption roadmaps, align stakeholders, and coordinate specialists to translate customer goals into measurable outcomes.

The role emphasizes structured discovery, repeatable playbooks, and scalable pilots while maintaining strong business language for executives. You will lead pilots, scope proofs of concept, and ensure successful production adoption with