Job DescriptionThe 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).
This role serves as the primary Quality Assurance (QA) engineering delivery lead for enterprise‐wide initiatives, partnering with business and product leads to ensure critical, high‐investment projects achieve successful outcomes through consistent quality governance, defect management, and scalable testing practices.Location: Mexico City (CDMX) or Mexico State (Estado de México).
The role is hybrid, requiring onsite presence at the local office part of the week.Key ResponsibilitiesRelease Cycle Quality Governance – monitor transformation release readiness across squads, raise enterprise‐level risks, and enforce quality gates as part of Definition of Done.Ensure compliance with QA standards and support execution teams throughout the release cycle.Lead operational QA execution and technical engineering for major programs, expanding core testing platforms and driving enterprise adoption of Playwright, Jenkins, and SA utilities.Design and execute tactical plans to scale QA capacity and functionality through Artificial Intelligence (AI), implementing AI‐driven test generation and efficiency improvements.Lead end‐to‐end strategy for complex transformation programs,



ensuring zero business disruptions during go‐lives and modernizing legacy testing practices through automated "rules of the road."Participate in requirement review sessions and conduct structured walkthroughs with IT Business Systems Analysts (BSAs) and business teams to prevent requirement leakage.Maintain defect lifecycle discipline – ensure every defect includes a verified Root Cause Analysis (RCA) and bi‐directional traceability between test cases and defects.Own enterprise‐level test management, utilization, and tracking within X‐Ray, maintaining traceability with Jira defects.Maintain high data hygiene across QA reporting tools and keep test execution, defect status, and release metrics updated in real time.Own QA ceremonies, driving active participation from senior stakeholders and standardizing daily connections, status reviews, and bug triage.Act as the primary QA liaison to provide objective, data‐driven test results to business and product leads.Required Skills and ExperienceMinimum 10 years of experience in Software Quality Engineering, including 5+ years of QA engineering leadership or program QA delivery management.Proven track record of implementing QA processes across large‐scale, complex release cycles and transformation programs.Expert-level stakeholder influence and business‐product partnership.Deep understanding of test execution governance and QA automation,



especially with Playwright and CI/CD pipelines via Jenkins.Expertise in defect lifecycle management, including Root Cause Analysis and leakage analysis.Proficiency with enterprise test management tools – X‐Ray and Jira, enforcing bi‐directional traceability and data hygiene.Experience leading purposeful QA ceremonies, bug triage calls, and structured walkthroughs with cross‐functional teams.Experience implementing AI‐enabled test frameworks, predictive analytics, or self‐healing automation tools to extend testing capacity.Preferred Skills and ExperienceExperience 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 prevent leakage.Demonstrated capacity to influence cross‐functional teams and drive compliance with enterprise standards without impeding delivery velocity.Zendesk is an equal‐opportunity, AA/EEO/Disabled, veterans employer.
All applicants 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.
If you are based in the United States and would like more information about your EEO rights under the law, you can view the policy information (link omitted).
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📌 It Principal Enterprise Delivery Lead (Xico)
🏢 Zendesk
📍 Xico