Zendesk
Zendesk
Zendesk develops customer service and sales software that helps organizations manage conversations, support requests, and customer relationships in one connected environment. Its platform brings together messaging, live chat, AI-powered automation, data privacy and protection tools, and an agent workspace, giving teams flexible ways to organize service operations as they grow. Zendesk also offers professional services and training resources, with a stated focus on personalized customer interactions, integrated workflows, diversity and inclusion, and sustainability.

Senior Manager, Technical Architecture - Zendesk, Austin Hybrid

Lead Zendesk’s Americas Technical Architecture organization and guide customer-facing SaaS and AI solution delivery. Shape architecture standards, delivery predictability, team capability, and enterprise customer outcomes.

Description

  • Build and lead the Americas Technical Architecture organization
  • Recruit, mentor, develop, and retain a distributed team of Technical Architects
  • Define expectations for performance, career growth, and technical leadership
  • Collaborate with Sales, Professional Services, and customers on scoping and advisory work
  • Establish scope, test assumptions, evaluate complexity, identify risks and dependencies, recommend solutions, and connect delivery to customer and business value
  • Strengthen planning, forecasting, staffing, risk controls, scope management, dependency tracking, and delivery predictability across simultaneous engagements
  • Guide senior stakeholders through trade-offs and build alignment across internal groups and customer organizations
  • Work with Product on roadmap input, beta programs, capability gaps, and broader team expertise and influence
  • Promote practical and responsible AI adoption within Technical Architecture and the wider organization
  • Disseminate AI use cases, expand team capability, create reusable patterns, and scale effective practices through cross-functional collaboration
  • Standardize discovery, solution scoping, design, documentation, governance, and quality practices
  • Apply customer and operational insights to refine delivery methods

Requirements

  • At least 8 years of professional experience in Technical Architecture, Solutions Architecture, Consulting, Technical Account Management, or a related enterprise SaaS position
  • At least 3 years managing people while leading architecture or consulting teams in B2B SaaS, cloud software, systems integration, or enterprise technology services
  • Background managing distributed teams
  • Experience designing and delivering complex, customer-facing SaaS implementations, integrations, or platform solutions across multiple concurrent engagements or programs
  • Understanding of product-led delivery, platform adoption, implementation governance, and repeatable solution patterns
  • Strong analytical, project management, interpersonal, and communication abilities, including influence with senior stakeholders
  • Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or a related discipline, or equivalent experience
  • Deep knowledge of Zendesk products, APIs, app framework, integrations, and Zendesk AI capabilities
  • Experience creating architecture governance, design review processes, reusable patterns, technical standards, or competency frameworks
  • Experience coaching teams in AI-enabled workflows and responsible AI practices
  • Practical knowledge of generative AI, AI agents, retrieval and knowledge patterns, and AI evaluation
  • Ability to incorporate AI capabilities into enterprise workflows
  • Advanced degree or relevant certifications in architecture, cloud, AI strategy, project management, or delivery

Benefits

  • Hybrid working arrangement with flexibility to work remotely for part of the week
  • Bonus, benefits, or related incentives may be available
  • Reasonable accommodations are available for applicants with disabilities and disabled veterans
  • Inclusive workplace with equal opportunity employment

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