Principal Customer Architect
Core
Lead technical adoption strategies for enterprise customers to realize business outcomes using Zendesk's AI Resolution Platform.
Role type
Principal Customer Architect (Strategic IC)
Builds
Technical adoption roadmaps, account technology plans, and productized pilots for enterprise clients.
Domain
SaaS / Customer Experience (CX) / AI Automation
Deliverable
production ML models
Required skills
SaaS configuration, integrations, APIs, data flows, AI automation, technical discovery, stakeholder alignment, solution scoping, change management
Preferred skills
Customer service platforms, AI agents, workflow automation, regulated environments, scalable adoption methods
Technologies
Zendesk AI Resolution Platform, standard sandbox configurations
Responsibilities
Lead technical discovery and whiteboarding sessions; scope productized pilots with clear ROI logic; coordinate cross-functional specialists; diagnose barriers in configuration and data flows; guide customers through AI-enabled change with repeatable playbooks.
Seniority
Principal, strategic influence & hands-on guidance
