Head of Technical Architecture & AI Enablement

Zendesk; Austin, Northern (TX, KY); Hybrid; USD 166,000 - 250,000; Full time

Job summary

Zendesk seeks a Senior Technical Architect to lead the Americas architecture team, shape scalable SaaS solutions, and drive AI-enabled delivery for enterprise customers.

You will partner with Sales, Professional Services, and product teams to design scope, assess complexity, and guide multi-system implementations that deliver measurable business value. This role blends leadership with hands-on architectural excellence.

Qualifications

• 8+ years in Technical/Solutions Architecture or related enterprise SaaS role.
• 3+ years of people management leading distributed architecture teams.
• Experience designing and delivering complex customer-facing SaaS implementations.
• Strong communication and senior stakeholder influence.

Responsibilities

• Lead and develop the Americas Technical Architecture team with coaching and growth.
• Define scope, assess effort, and align delivery with customer outcomes.
• Own portfolio delivery health: plan, forecast, resource, and mitigate risks.
• Drive cross-functional alignment across internal teams and customer orgs.
• Partner with Product to provide roadmap feedback and AI enablement.
• Advance AI adoption with reusable patterns and governance practices.
• Raise architecture standards and improve discovery, design, and governance.

Skills

People leadership

Architecture leadership

SaaS outcomes

Delivery discipline

Executive influence

AI fluency

Change management

Strategic communication

Analytical skills

Stakeholder management

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems, Business

Tools

Zendesk APIs

Zendesk app framework

Job description

Zendesk seeks a Senior Technical Architect to lead the Americas architecture team, shape scalable SaaS solutions, and drive AI-enabled delivery for enterprise customers.

You will partner with Sales, Professional Services, and product teams to design scope, assess complexity, and guide multi-system implementations that deliver measurable business value. This role blends leadership with hands-on architectural excellence.