Manager, Technical Architecture

Zendesk•Washington, NV

4d•$210,000 - $316,000•Hybrid

About The Position

As the Manager of Technical Architecture, you will lead a global team of Technical Architects (TAs) responsible for designing and delivering high-complexity, customized solutions for Zendesk’s most strategic customers. You will be responsible for the professional growth of your team, the technical quality of their deliverables, and the overall success of Zendesk Contact Center implementations. You will balance people management with high-level technical oversight, ensuring that your team effectively translates complex business objectives into scalable cloud architectures.

Requirements

Education: Bachelor’s Degree or equivalent experience.
Experience: Minimum of 6+ years in consulting services or programming, with at least 2+ years in a formal leadership or management role. 3+ years of hands-on experience building, migrating, and deploying complex cloud-based solutions.
Technical Proficiency: Expert knowledge of AWS environments and contact center integrations. Strong hands-on programming skills (Python, Node.js, or Java) and comfort with AWS Lambda. In-depth familiarity with RESTful APIs and SaaS application support.
Skills: Proven ability to manage a team handling competing priorities across multiple global projects. Exceptional communication and analytical problem-solving abilities. A passion for building contact center solutions and a willingness to "get your hands dirty" alongside your team when necessary.

Responsibilities

People Leadership & Mentorship: Manage a global team of Technical Architects, providing regular coaching, performance feedback, and career development.
Mentor the team on best practices for AWS environment deployment, contact center logic, and coding standards in Python and Node.js.
Handle high-profile customer escalations with confidence, supporting your TAs in resolving complex technical or project-related issues.
Resource Planning: Collaborate with leadership to assign TAs to projects based on expertise and bandwidth, ensuring the team can manage multiple concurrent engagements.
Technical Oversight & Quality Assurance: Govern Technical Delivery: Oversee the end-to-end technical delivery of implementation projects, ensuring global consistency in how solutions are documented and executed.
Standardize Documentation: Review and approve Technical Design Documents (TDD) and Custom App Specifications produced by the team to ensure they meet Zendesk’s high standards for scalability and efficiency.
Architectural Guidance: Serve as the final point of escalation for complex design decisions involving Amazon Connect, Lex, Lambda, DynamoDB, and other AWS services.
Cross-Functional Collaboration: Internal Partnering: Work closely with Engagement Managers, Services Consultants, and Solution Architects to serve as the lead technical voice within the Professional Services organization.
Product Advocacy: Identify product limitations discovered during implementations and collaborate with the Product and Engineering teams to recommend enhancements based on global market demands.
Pre-Sales Support: Assist the sales organization by reviewing technical solutions and estimates for prospective customers to ensure they are viable and accurately scoped.
Operational Excellence: Process Improvement: Identify opportunities to automate deployments and improve solution efficiency across the TA organization.
Knowledge Transfer: Lead global training sessions and handovers to ensure technical product expertise is maintained across the entire Zendesk product suite.
Executive Communication: Articulate complex technical strategies and roadmaps to diverse audiences, including executive-level decision-makers.