CRM Platform Tech Lead (Solutions, Delivery & AI)

Zendesk, Inc.; Austin (TX); Hybrid; USD 140,000 - 170,000; Full time

Job summary

Zendesk, Inc. is seeking a hands-on CRM Platform Tech Lead to anchor our CRM engineering squad. You will turn complex business requirements into scalable solutions, own technical delivery of sprint commitments, and mentor the team in an AI-first approach.

In this role you will work with Product Managers, Analysts, and RevOps to balance technical trade-offs, drive heavy integrations, and elevate engineering standards while delivering high-quality, reliable CRM features.

Qualifications

• 10+ years hands-on experience developing on enterprise CRM platforms (e.g., Salesforce).
• At least 3+ years as technical lead, senior developer, or squad lead.
• Proficiency in CRM development languages and frameworks (Apex, LWC, SOQL, REST/SOAP APIs).
• Experience with AI tools to boost developer productivity and testing.
• Strong delivery focus and ability to balance quality with speed.

Responsibilities

• Translate high-level requirements into executable technical solutions and architectures.
• Lead sprint delivery, unblock developers, and ensure high-quality output.
• Hands-on development of complex integrations and custom features.
• Mentor junior and mid-level engineers and conduct code reviews.
• Maintain code quality and release hygiene through CI/CD and testing standards.
• Collaborate with Product, Business Analysts, and RevOps to align technical work with business goals.

Skills

CRM development

Apex

LWC

SOQL

REST APIs

SOAP APIs

AI tools

GitHub Copilot

CI/CD

Code reviews

Tools

Salesforce

CI/CD tools

Git

Job description

Job Description We are looking for a hands‑on CRM Platform Tech Lead to act as the technical anchor for our CRM engineering team. While our architects focus on the multi-year, cross-platform roadmap, your focus will be on the "here and now"—turning complex business requirements into elegant, scalable solutions and getting them across the finish line. In this role, you will be the go‑to technical expert for a squad of developers and administrators. You won't be managing people in an HR capacity; instead, you will be in the trenches with the team, leading by example. You will own the technical delivery of sprint commitments, tackle the most complex coding challenges, and champion an AI‑first mindset across the squad to fundamentally change how we build and deliver technology. By actively mentoring the team, you will elevate their technical skills, engineering standards, and ability to leverage modern AI tools.

What You Will Do

• Drive Solution Engineering: Take high-level requirements and architectural guidelines and translate them into executable, step‑by‑step technical solutions (e.g., deciding when to use a Flow vs. Apex, designing complex triggers, or structuring custom UI components).
• Champion AI & Productivity: Cultivate an AI‑first mindset within the engineering team. Leverage AI‑assisted coding and testing tools (e.g., GitHub Copilot, CRM‑native AI features) to accelerate sprint delivery, reduce technical debt, and automate repetitive administrative tasks.
• Lead Technical Delivery: Act as the technical heartbeat of the Agile squad. Drive sprint execution, ruthlessly unblock developers, and ensure the team meets its delivery commitments with high‑quality, bug‑free output.
• Hands‑on Development: Roll up your sleeves to build the most complex, business‑critical features yourself. You will lead the charge on heavy integrations, advanced custom coding, and intelligent, AI‑driven CRM solutions.
• Mentor & Elevate the Team: Actively mentor junior and mid‑level engineers. Run pair‑programming sessions, enforce development best practices, and lead comprehensive code reviews to ensure long‑term system health.
• Own Code Quality & Release Hygiene: Partner with QA and Release Management to ensure deployments are seamless. Enforce strict version control, CI/CD best practices, and automated testing standards.
• Collaborate Across GTM: Work daily with Product Managers, Business Analysts, and RevOps stakeholders to negotiate technical trade‑offs, scope level of effort, and ensure the technical reality matches the business expectation.

What You Bring Experience

• 10+ years of hands‑on technical experience developing on enterprise CRM platforms (e.g., Salesforce), with at least 3+ years acting as a technical lead, senior developer, or squad lead.
• Deep Technical Chops: Expert‑level proficiency in CRM development languages and frameworks (e.g., Apex, LWC, SOQL, REST/SOAP APIs, and complex declarative automation).
• AI‑First Mindset: A forward‑thinking approach to software engineering, with a strong interest in—or hands‑on experience using—AI tools to enhance developer productivity, streamline testing, and build smarter business systems.
• Delivery Focus: A strong bias for action and execution. You know how to balance "perfect" code with the need to deliver business value quickly and iteratively.
• Mentorship Mentality: A proven track record of upskilling peers.