# Senior Director, Technical Services

**Company**: Zendesk
**Location**: Austin, Texas
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $166,000.00-$250,000.00
**Category**: Engineering
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Austin-Texas-United-States-of-America/Senior-Manager--Technical-Architecture_R35513?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3bcd45ba-534

## Description

As customers adopt more sophisticated AI-enabled experiences and integrations, strong technical architecture is critical to successful transformation. Within Zendesk's Professional Services organisation, Technical Architects help customers design, configure, integrate, and extend the Zendesk platform to solve complex business needs, accelerate time to value, and achieve measurable business outcomes.

Lead and grow a team of Technical Architects who help enterprise customers design, implement, integrate, and adopt scalable solutions on the Zendesk platform. Set standards for discovery, project scoping, solution design, AI-enabled delivery, and value realisation,helping customers accelerate time to value, increase adoption, achieve measurable business outcomes, and build long-term platform success that contributes to renewal readiness and retention.

**Responsibilities**

- Lead and develop the Americas Technical Architecture team: Hire, coach, develop, and retain a distributed team of Technical Architects while setting clear expectations for performance, growth, and technical leadership.

- Lead project scoping and advisory engagements: Partner with Sales, Professional Services, and customers to define scope, clarify assumptions, assess effort and complexity, identify risks and dependencies, recommend solution options, and align delivery with customer outcomes and business value.

- Own portfolio delivery health: Improve planning, forecasting, resourcing, risk management, scope, dependencies, and delivery predictability across concurrent customer engagements.

- Build cross-functional alignment: Influence senior stakeholders, resolve trade-offs, and drive consensus across internal teams and customer organisations.

- Partner with Product: Deepen Technical Architect expertise, provide roadmap feedback, participate in beta initiatives, identify capability gaps, and expand the team's skills, influence, and career opportunities.

- Advance AI adoption and enablement: Champion practical, responsible AI adoption across the Technical Architecture team and wider organisation by sharing use cases, building capability, developing reusable patterns, and scaling proven practices through cross-functional partnerships.

- Raise architecture standards and drive continuous improvement: Establish consistent approaches to discovery, solution scoping, design, documentation, governance, and quality while using customer and operational insights to improve delivery practices.

**Requirements**

- 8+ years of professional experience in Technical Architecture, Solutions Architecture, Consulting, Technical Account Management, or a related enterprise SaaS role.

- 3+ years of people management experience leading architecture or consulting teams within a B2B SaaS, cloud software, systems integration, or enterprise technology services environment, with experience managing distributed teams.

- Experience designing and delivering complex customer-facing SaaS implementations, integrations, or platform solutions across concurrent customer engagements or programs.

- Understanding of product-led delivery, platform adoption, implementation governance, and repeatable solution patterns.

- Strong analytical, project management, interpersonal, and communication skills with senior stakeholder influence.

- Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or a related field (or equivalent experience).

**Preferred Qualifications**

- Strong knowledge of Zendesk products, APIs, app framework, integrations, and Zendesk AI capabilities.

- Experience establishing architecture governance, design reviews, reusable patterns, technical standards, or competency frameworks, as well as coaching teams on AI-enabled workflows and responsible AI practices.

- Practical understanding of generative AI, AI agents, retrieval and knowledge patterns, and AI evaluation, with the ability to integrate AI capabilities into enterprise workflows.

- Advanced degree or relevant certifications in architecture, cloud, AI strategy, project management, or delivery.

## Skills

### Required
- Technical Architecture
- Solutions Architecture
- Consulting
- Technical Account Management
- SaaS
- Project Management
- Communication
- Analytical skills
- Leadership

### Nice to have
- Zendesk products
- APIs
- app framework
- integrations
- Zendesk AI capabilities
- Generative AI
- AI agents
- Retrieval and knowledge patterns
- AI evaluation

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Austin-Texas-United-States-of-America/Senior-Manager--Technical-Architecture_R35513?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)