What are the responsibilities and job description for the CRM Platform Tech Lead (Solutions, Delivery & AI) position at Zendesk?
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
The Intelligent Heart Of Customer Experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
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.
- 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. You enjoy teaching others and take pride in elevating the engineering standards of your entire team.
- Agile Proficiency: Deep understanding of Agile development lifecycles, sprint planning, backlog grooming, and CI/CD deployment models.
- Communication: Excellent ability to explain complex technical constraints or solutions to non-technical stakeholders (Product Managers, Sales Ops, etc.).
- Advanced CRM Certifications (e.g., Salesforce Platform Developer II, Data Architecture, or Integration Architecture).
- Direct experience implementing AI solutions within a CRM (e.g., Salesforce Einstein, predictive forecasting, AI chatbots).
- Familiarity with adjacent GTM tools in the Lead-to-Cash ecosystem (CPQ, Marketing Automation, Billing).
- Lead the transformation of our GTM technology through innovative solutions, AI, and scalable execution.
- Work closely with business leaders and engineering teams to directly impact revenue growth and operational efficiency.
- Be part of a collaborative, forward-thinking tech team with access to the latest enterprise tools and frameworks.
- Enjoy a competitive salary and a comprehensive benefits package designed to support you in and out of the office.
The Intelligent Heart Of Customer Experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
Salary : $161,000 - $241,000