Architect Jobs

About The Position

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. Level is based on demonstrated scope, judgment, and impact, not tenure alone.
• 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.
• 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 to practitioners and executives.
• Experience using adoption plans, maturity assessments, playbooks, and stakeholder alignment to make customer change stick.
• Sound solution-scoping judgment, including knowing when a standard approach is appropriate and when to involve deeper technical or delivery expertise.
• Comfort with light demonstrations and standard configuration to help customers understand possibilities without over-customizing.
• A proactive, calm approach to ambiguous customer challenges, with the ability to build trust and lead through influence.
• Ability to use approved AI tools responsibly, consider data, security, oversight, and measurement, and adapt as AI changes customer workflows.

Nice To Haves

• Experience with customer service, CX platforms, AI agents, workflow automation, or service operations.
• Experience designing productized pilots, technical adoption programs, or repeatable customer playbooks.
• Familiarity with regulated environments, complex architectures, or advanced AI automation.
• Experience turning customer adoption patterns into scalable methods and bringing structured feedback to Product and Engineering.

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, and turn findings into prioritized actions.
• Guide customers through AI and platform adoption using 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.

Benefits

• The position may be eligible for bonus, benefits, or related incentives.
• Hybrid work provides flexibility to work remotely for part of the week.