Principal, Enterprise QA & IT Delivery Leader

Zendesk, Inc.; México; On-site; MXN 1,200,000 - 1,800,000; Full time

Job summary

Zendesk, Inc. is seeking a Principal, Enterprise QA & IT Delivery Leader to orchestrate enterprise-wide QA for major transformation programs, including ERP implementations.

The role partners with Business and Product leaders to ensure high-stakes initiatives deliver quality outcomes and scalable QA governance. The candidate will drive QA governance, defect management, and data hygiene while expanding core testing platforms like Playwright and Jenkins across delivery teams.

Qualifications

• Minimum of 10 years of experience in Software Quality Engineering with leadership exposure.
• Proven track record delivering QA governance across large, complex releases and transformations.
• Strong ability to influence business and product stakeholders and drive strategic QA initiatives.

Responsibilities

• Monitor release readiness and ensure Quality Gates are met across multiple squads.
• Scale QA capacity using AI to optimize test generation and coverage.
• Lead End-to-End transformation, aligning QA with business goals and go-lives.
• Maintain audit trails with root-cause analysis and traceability between tests and defects.

Skills

QA Leadership

QA Automation

Playwright

CI/CD Pipelines

Stakeholder Management

Root Cause Analysis

Test Governance

Defect Lifecycle

Tools

Playwright

Jenkins

X-Ray

Job description

The Principal, Enterprise QA & IT Delivery Leader is responsible for the large-scale orchestration of testing across complex integrations and major transformation programs, such as Enterprise Resource Planning (ERP). A critical responsibility of this role will be to serve as the primary Quality Assurance (QA) engineering delivery lead for enterprise-wide initiatives. Acting as a strategic partner to Business and Product leads to ensure critical, high-investment projects do not fail, this role brings strong QA engineering leadership to execution teams. By operationalizing and scaling the frameworks, platforms, and tooling built by the QA COE, this role drives the execution of QA governance, quality gates, and defect management discipline across the enterprise to ensure predictable, high-quality delivery outcomes.

KEY RESPONSIBILITIES

• Release Cycle Quality Governance Monitor the transformation's release readiness across multiple squads, proactively raising enterprise-level risks to avoid late-stage defects in critical integrations. Ensure Quality Gates, Entry Criteria, and Exit Criteria are met as a mandatory part of the Definition of Done. Support compliance with QA standards across the squad or delivery team. Drive operational QA execution and technical engineering leadership within each release cycle for major programs. Lead the hands-on expansion and maturity of core testing platforms, driving the enterprise adoption of Playwright, Jenkins, and SA utils across delivery teams.
• Scaling QA Capacity & Functionality Through AI Design and execute tactical plans to scale and extend overall QA capacity and testing functionality through the practical application of Artificial Intelligence (AI). Implement AI-driven efficiencies to optimize test generation, accelerate release cycles, and scale test coverage without increasing manual overhead. Leverage predictive capabilities and AI tooling to proactively identify hotspot areas in complex codebases and integration points.
• Requirement Review & QA Transformation Leadership Lead the cross-functional End-to-End (E2E) strategy for complex transformation programs, ensuring zero business disruptions during major go-lives. Operationalize the CoE's automated "rules of the road" across complex integrated ecosystems to modernize legacy testing practices. Participate in and drive Requirement Review Sessions at the start of each release or feature. Conduct structured walkthroughs of test scenarios with IT Business Systems Analysts ("BSAs") and Business teams before testing begins to prevent requirement leakage.
• Defect Management and Auditability Ensure every defect includes a verified Root Cause Analysis (RCA). Maintain strict bi-directional traceability between test cases and defects to provide a complete audit trail. Actively participate in bug triage calls and ensure defects are reviewed, prioritized, and tracked to closure. Own enterprise-level test management, utilization, and tracking within X-Ray to ensure structured and transparent execution visibility. Maintain strict bi-directional traceability between test cases in X-Ray and Jira defects to provide a complete audit trail.
• Reporting and Data Hygiene Maintain high data hygiene across QA reporting tools and trackers. Ensure test execution status, defect status, and release metrics are updated in real time to support decision-making.
• QA Ceremony Ownership Take full ownership of QA ceremonies and drive active participation from senior stakeholders to ensure quality goals align with business priorities. Operationalize standardized QA ceremonies across the delivery lifecycle (daily connections, status reviews, bug triage).
• Stakeholder Management Act as the primary QA liaison to streamline the delivery of objective, data-driven test results to Business and Product leads, providing the visibility needed for core team release decisions. Coordinate directly with Business Systems Analysts (BSAs), Product Owners, and Engineers to orchestrate structured test scenario walkthroughs, directly mitigating requirement leakage before testing execution begins.

REQUIRED SKILLS AND EXPERIENCE

• Minimum of 10 years of experience in Software Quality Engineering, including at least 5 years demonstrating strong QA engineering leadership or managing Program QA Delivery.
• Proven track record of driving the operational implementation of QA processes across large-scale, complex release cycles and transformation programs.
• Expert-level ability to manage and influence business and product stakeholders.
• A deep understanding of test execution governance.
• Strong hands-on experience in QA Automation and framework extension, specifically utilizing Playwright and CI/CD pipelines via Jenkins.
• Expert-level experience in defect lifecycle management, including the ability to conduct verified Root Cause Analysis (RCA) and leakage analysis.
• Expert-level experience with enterprise test management tools,