IT Principal Enterprise Delivery Lead

About the role

The IT Principal Enterprise Delivery Lead is responsible for the large-scale orchestration of testing across complex integrations and major transformation programs, such as Enterprise Resource Planning (ERP).

Responsibilities

• Maintain high data hygiene across QA reporting tools and trackers.
• Operationalize the CoE’s automated “rules of the road” across complex integrated ecosystems to modernize legacy testing practices.
• Drive operational QA execution and technical engineering leadership within each release cycle for major programs.
• Operationalize and scale the frameworks, platforms, and tooling built by the QA COE, driving the execution of QA governance, quality gates, and defect management discipline across the enterprise.
• Implement AI-driven efficiencies to optimize test generation, accelerate release cycles, and scale test coverage without increasing manual overhead.
• Conduct structured walkthroughs of test scenarios with IT Business Systems Analysts ("BSAs") and Business teams before testing begins to prevent requirement leakage.
• Own enterprise-level test management, utilization, and tracking within X-Ray to ensure structured and transparent execution visibility.
• Operationalize standardized QA ceremonies across the delivery lifecycle (daily connections, status reviews, bug triage).
• Take full ownership of QA ceremonies and drive active participation from senior stakeholders to ensure quality goals align with business priorities.
• Coordinate directly with Business Systems Analysts (BSAs), Product Owners, and Engineers to orchestrate structured test scenario walkthroughs, directly mitigating requirement leakage before testing execution begins.

Requirements

Minimum of 10 years of experience in Software Quality Engineering, including at least 5 years demonstrating strong QA engineering leadership or managing Program QA Delivery.

Proven track record of driving the operational implementation of QA processes across large-scale, complex release cycles and transformation programs.

Expert-level ability to manage and influence business and product stakeholders.

A deep understanding of test execution governance.

Strong hands-on experience in QA Automation and framework extension, specifically utilizing Playwright and CI/CD pipelines via Jenkins.

Expert-level experience in defect lifecycle management, including the ability to conduct verified Root Cause Analysis (RCA) and leakage analysis.

Expert-level experience with enterprise test management tools, specifically X-Ray and Jira, including the enforcement of bi-directional traceability and data hygiene.

Demonstrated experience implementing and utilizing AI-enabled test frameworks, predictive analytics, or self-healing automation tools to extend testing capacity.

Experience managing end-to-end testing for complex, integrated ecosystems involving multiple vendor platforms and diverse technical stacks is an advantage.

A demonstrated ability to influence cross-functional teams and drive compliance with enterprise standards without impeding delivery velocity.

Qualifications

Minimum of a Bachelor's degree in Computer Science, Information Technology, or a related field.

Professional certifications in QA, such as ISTQB, are preferred but not required.

Skills

• Strong hands-on experience in QA Automation and framework extension, specifically utilizing Playwright and CI/CD pipelines via Jenkins.
• Expert-level experience with enterprise test management tools, specifically X-Ray and Jira, including the enforcement of bi-directional traceability and data hygiene.
• Proven ability to lead purposeful, outcome-driven QA ceremonies, bug triage calls, and structured walkthroughs with cross-functional teams.
• Demonstrated experience implementing and utilizing AI-enabled test frameworks, predictive analytics, or self-healing automation tools to extend testing capacity.

Benefits

The US annualized base salary range for this position is $193,000.00-$289,000.00. This position may also be eligible for bonus, benefits, or related incentives.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.