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About the Role

This role orchestrates large-scale testing across complex integrations and major transformation programs, serving as the primary QA delivery lead for enterprise initiatives. It partners with Business and Product leads to prevent project failures, operationalizing QA CoE frameworks to drive governance, quality gates, and defect management for predictable, high-quality delivery.

Responsibilities

• Drive operational QA execution within each release cycle for major programs.
• Monitor transformation's release readiness across multiple squads, proactively raising enterprise-level risks.
• Ensure Quality Gates, Entry Criteria, and Exit Criteria are met as a mandatory part of the Definition of Done.
• Support compliance with QA standards across the squad or delivery team.
• Lead the cross-functional End-to-End (E2E) strategy for complex transformation programs, ensuring zero business disruptions.
• Operationalize the CoE’s automated "rules of the road" across complex integrated ecosystems to modernize legacy testing practices.
• Participate in and drive Requirement Review Sessions at the start of each release or feature.
• Conduct structured walkthroughs of test scenarios with IT Business Systems Analysts and Business teams before testing begins.
• Ensure every defect includes a verified Root Cause Analysis (RCA).
• Maintain strict bi-directional traceability between test cases and defects to provide a complete audit trail.
• Actively participate in bug triage calls and ensure defects are reviewed, prioritized, and tracked to closure.
• Maintain high data hygiene across QA reporting tools and trackers.
• Ensure test execution status, defect status, and release metrics are updated in real time to support decision-making.
• Take full ownership of QA ceremonies and drive active participation from senior stakeholders.
• Operationalize standardized QA ceremonies across the delivery lifecycle (daily connections, status reviews, bug triage).
• Act as the primary QA liaison to streamline the delivery of objective, data-driven test results to Business and Product leads.
• Coordinate directly with Business Systems Analysts (BSAs), Product Owners, and Engineers to orchestrate structured test scenario walkthroughs.

Requirements

• Minimum of 10 years of experience in Software Quality Engineering.
• At least 5 years in a senior leadership or Program QA Delivery role.
• 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.
• Deep understanding of test execution governance.
• Strong hands-on experience in QA Automation.
• Expert-level experience in defect lifecycle management, including the ability to conduct verified Root Cause Analysis (RCA) and leakage analysis.
• Expert-level experience of bi-directional traceability and strong reporting discipline across QA tools like Jira and Xray.
• Proven ability to lead purposeful, outcome-driven QA ceremonies, bug triage calls, and structured walkthroughs with cross-functional teams.
• Experience managing end-to-end testing for complex, integrated ecosystems involving multiple vendor platforms and diverse technical stacks.
• Ability to align QA scope with business priorities during requirement review sessions to proactively prevent requirement leakage.
• Experience with AI-enabled test architecture, predictive analytics, or self-healing automation frameworks.
• Demonstrated ability to influence cross-functional teams and drive compliance with enterprise standards without impeding delivery velocity.

Skills

• Software Quality Engineering
• QA processes implementation
• Stakeholder management and influence
• Test execution governance
• QA Automation
• Defect lifecycle management
• Root Cause Analysis (RCA)
• Leakage analysis
• Bi-directional traceability
• Reporting discipline (Jira, Xray)
• Leading QA ceremonies
• Bug triage calls
• Structured walkthroughs
• End-to-end testing (complex, integrated ecosystems, multiple vendor platforms, diverse technical stacks)
• Aligning QA scope with business priorities
• AI-enabled test architecture
• Predictive analytics
• Self-healing automation frameworks
• Influencing cross-functional teams
• Driving compliance with enterprise standards

Work Type

• Hybrid
• Full-time

Experience Level

• Minimum 10 years in Software Quality Engineering
• At least 5 years in senior leadership or Program QA Delivery

Salary/Compensations

• $161,000.00-$241,000.00 (US annualized base salary)

Benefits

• Bonus eligibility
• Benefits eligibility
• Related incentives eligibility

About the Company

• Zendesk software brings calm to customer service.
• Powers billions of conversations with brands.
• Offers a fulfilling and inclusive experience.
• Hybrid work model with in-person collaboration and remote flexibility.
• Mission to simplify business complexity and facilitate customer connections.
• Customer experience software unlocks interactions for meaningful customer relationships.
• Offices reflect global cities, providing spaces for collaboration, quiet, and events.

Equal Opportunity

• AI or automated decision systems may be used to screen applications.
• Zendesk is an equal opportunity employer.
• Fosters global diversity, equity, and inclusion.
• Considers individuals 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 protected characteristic.
• AA/EEO/Veterans/Disabled employer.
• Provides information about EEO rights for US-based individuals.
• Makes reasonable accommodations for applicants with disabilities and disabled veterans.
• Accommodation requests can be sent to peopleandplaces@zendesk.com.