Senior Manager, Technical Architecture

Zendesk

. Lead and grow the Americas Technical Architecture team .

Posted 9/21/2026full-timeUnited StatesSenior💰 $166,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Architecture and Solutions Architecture with a strong focus on managing distributed teams and delivering complex SaaS implementations. Proven ability to influence stakeholders, establish governance frameworks, and integrate AI capabilities into enterprise workflows.

Highest-signal resume keywords

Technical Architecture LeadershipSaaS Implementation ManagementAI Integration and StrategyStakeholder Influence and CommunicationTeam Coaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical ArchitectureSolutions ArchitectureProject ManagementAI-Enabled WorkflowsSaaS ImplementationsArchitecture GovernanceDesign ReviewsIntegration PatternsAnalytical SkillsComplex Problem Solving

Soft Skills

Interpersonal SkillsCommunication SkillsInfluence and Consensus BuildingCoaching and Mentoring

Tools & Technologies

Zendesk ProductsZendesk APIsCloud SoftwareEnterprise Technology Services

Certifications & Qualifications

Advanced Degree in ArchitectureProject Management CertificationAI Strategy Certification

Industry Keywords

B2B SaaSSystems IntegrationEnterprise Technology ServicesProduct-Led DeliveryImplementation Governance

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead and grow the Americas Technical Architecture team
Hire, coach, develop, and retain a distributed team of Technical Architects
Set expectations for performance, growth, and technical leadership
Partner with Sales, Professional Services, and customers on project scoping and advisory engagements
Define scope, clarify assumptions, assess effort and complexity, identify risks and dependencies, recommend solution options, and align delivery with customer outcomes and business value
Improve planning, forecasting, resourcing, risk management, scope, dependencies, and delivery predictability across concurrent customer engagements
Influence senior stakeholders, resolve trade-offs, and drive consensus across internal teams and customer organizations
Partner with Product by providing roadmap feedback, participating in beta initiatives, identifying capability gaps, and expanding team skills and influence
Champion practical, responsible AI adoption across the Technical Architecture team and wider organization
Share AI use cases, build capability, develop reusable patterns, and scale proven practices through cross-functional partnerships
Establish consistent approaches to discovery, solution scoping, design, documentation, governance, and quality
Use customer and operational insights to improve delivery practices

Requirements

What you’ll need

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
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
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
Experience coaching teams on AI-enabled workflows and responsible AI practices
Practical understanding of generative AI, AI agents, retrieval and knowledge patterns, and AI evaluation
Ability to integrate AI capabilities into enterprise workflows
Advanced degree or relevant certifications in architecture, cloud, AI strategy, project management, or delivery

Benefits

Comp & perks

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