Hybrid Manager, Technical Architecture

at Zendesk

• Job title: Manager, Technical Architecture
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $210,000 - $316,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Cloud, DynamoDB, Java, JavaScript, Node.js, Python
• Location requirements: Hybrid, Austin, United States

About the role

• Manager of Technical Architecture at Zendesk, leading a global team to design high-complexity solutions. Balancing people management and technical oversight for customer implementations.

Responsibilities

• Lead a global team of Technical Architects (TAs) responsible for designing and delivering customized solutions for Zendesk’s most strategic customers.
• 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.
• Collaborate with leadership to assign TAs to projects based on expertise and bandwidth, ensuring the team can manage multiple concurrent engagements.
• Oversee the end-to-end technical delivery of implementation projects, ensuring global consistency in how solutions are documented and executed.
• 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.
• Serve as the final point of escalation for complex design decisions involving Amazon Connect, Lex, Lambda, DynamoDB, and other AWS services.
• Work closely with Engagement Managers, Services Consultants, and Solution Architects to serve as the lead technical voice within the Professional Services organization.
• Identify product limitations discovered during implementations and collaborate with the Product and Engineering teams to recommend enhancements based on global market demands.
• Assist the sales organization by reviewing technical solutions and estimates for prospective customers to ensure they are viable and accurately scoped.
• Identify opportunities to automate deployments and improve solution efficiency across the TA organization.
• Lead global training sessions and handovers to ensure technical product expertise is maintained across the entire Zendesk product suite.
• Articulate complex technical strategies and roadmaps to diverse audiences, including executive-level decision-makers.

Requirements

• Bachelor’s Degree or equivalent 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.
• 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.
• 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.

Benefits

• bonus
• benefits
• related incentives
• hybrid experience
• flexible remote work arrangements