CRM Platform Tech Lead (Solutions, Delivery & AI)

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 nowturning 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 wont 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.

• 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 inor hands-on experience usingAI 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).

Why Join Us

• 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 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 with your specific accommodation request.