Director, CXS Engineering

The best customer experiences are built with Zendesk. Zendesks powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

We are looking for a Director, CXS Software Engineering, to be an integral part of our global leadership team and at the forefront of leading and scaling our CXS Engineering teams. Zendesks CXS Engineering teams support Business Applications Engineering, Integrations Engineering and engineering enhancements to support the internal use of Zendesk Products, in addition to consulting resources that assist with project delivery. Youll join at an exciting time where youll be instrumental in advancing the maturity and growth of our CXS Engineering team. You and your team will support our fast growing portfolio of business solutions, enterprise iPaaS platforms and internal extensions to Zendesk products.

Zendesk is a global SaaS company and our products help businesses have meaningful and engaging interactions with their customers.

Reporting to the VP, CX Systems and Engineering, you will utilize your leadership along with your technical expertise to guide our team of talented software and configuration engineers and evolve the function. Youll work closely with IT leadership and business systems owners to ensure that we provide a best in class Customer Experience for our Customers. We believe that experience matters, and you will play an important role in providing excellent and innovative experiences, leveraging Zendesk technologies and SaaS business solutions to provide a frictionless experience for our customers. You will also be responsible for leveraging the latest & best in class SaaS and Integration technologies to implement improvements and lead project work to achieve our objectives. All this while being part of a forward thinking, highly successful IT team thats highly regarded within the business.

What you get to do every day as a Director, CXS Engineering:

Develop & execute a CXS Engineering strategy and plan, supporting Zendesk growth and scaling objectives.
Recruit, onboard and develop talented Software Engineering professionals across the CX Engineering space, including Salesforce, Workato, AWS and the Zendesk internal technology stack
Grow and mature the team so that they can undertake and support & deliver engineering solutions end-to-end.
As the engine that drives business application solutions, work across the IT organization and IT service owners to align capacity, priorities and outputs with business enabling programs.
Own the adoption of Agile and Agile concepts across the CXS Engineering function.
Develop relevant metrics, dashboards and processes to become a data driven organization.
Maintain currency, expertise and competency of relevant products, policies, and methods for support delivery.
Maintain a sense of humor while working in a fast-paced dynamic team.

What you bring to the role:

Superior leadership skills with proven ability to effectively manage and develop a diverse team of software engineers, and facilitate effective cross-functional interaction
Experience with and leading SaaS business solutions and integration engineering teams, working hand in hand with SaaS system administrators and configuration experts to produce end-to-end business enabling solutions.
In depth understanding of Agile concepts and how to adopt these to a SaaS business applications engineering team.
Experience building complex rear time integration solutions using IPaaS and AWS components.
Experience supporting internal customers.
Passionate about developing business solutions using cloud tools and expert at continuously learning how to manage those in an enterprise environment.
Natural problem solver who enjoys identifying ways to make your team and customers lives better.
Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames.
Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives.
Able to lead the team to meet deliverables and drive work to completion within specified timelines.
Work with colleagues & Senior leaders to deliver ideas and solutions to many audiences including your team and C-Staff.
Collaborative, upbeat work ethic where you can take ownership and have fun.
10+ years in software engineering, 6+ years in the management of solution development in SaaS business application frameworks (Salesforce or similar) with at least 2+ years managing managers/sr managers.

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The US annualized base salary range for this position is $206,000.00-$310,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and were 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.