Zendesk

Senior AI Engineer at Zendesk focused on building and deploying production-grade LLM applications and agentic architectures. The role involves designing, building, and scaling these systems, establishing evaluation frameworks, developing Python services, managing data foundations, and translating complex AI concepts for stakeholders. Emphasis on enterprise AI solutions and driving business value.

Staff Security Engineer to join the Threat Prevention Engineering team, focusing on driving large-scale security engineering initiatives that blend modern detection, automation, and AI-assisted workflows. The role involves owning the AI roadmap, architecting and operating cloud-native security data infrastructure, leading complex security engineering initiatives, building automation-first security workflows, and mentoring peers in AI tooling adoption.

Principal Voice AI Engineer to lead and accelerate voice and conversational AI initiatives, focusing on Speech and Natural Language Processing (NLP). The role involves spearheading the development and deployment of AI/ML technologies for voice-enabled customer experiences, overseeing research in ASR, TTS, LLMs, and conversational systems, and transforming advanced AI models into production systems.

Senior Machine Learning Scientist to work on an AI Agent system (Gen3) for Zendesk's chatbot and voice assistance. The role involves owning product areas, bridging ML research and real-world impact, shaping roadmaps, and collaborating with cross-functional teams. Responsibilities include designing and testing AI solutions, owning research projects end-to-end, discussing ideas, keeping up with NLP/ML literature, working with ML engineers, using tools for rapid implementation, and collaborating with product managers.

Staff ML Engineer to shape the architecture and strategy of Zendesk’s GenAI platform, leading cross-functional efforts to standardize evaluation, access, observability, and orchestration for LLMs across product lines, ensuring AI experiences are safe, performant, and trustworthy.

Director of Product Management for Zendesk's Support Core organization, focusing on defining and leading the strategy for foundational support systems (Ticketing, Search, Email, Lists). The role involves transforming core systems into AI-forward, composable components, owning both platform capabilities and shared product experiences, and enabling product teams to move faster with AI-integrated solutions. This includes modernizing architecture, elevating developer experience, and embedding AI capabilities throughout the core.

ML Scientist Intern role focused on researching, developing, and deploying NLP/ML models for customer experience automation, including intent detection, auto-assist, chatbots, and agent routing. Collaborates with engineers and product managers to translate research into scalable solutions, working with large datasets and exploring techniques like RAG and fine-tuning. Involves rigorous experimentation, productionization, and staying updated with ML/NLP literature.

Staff Machine Learning Engineer to own the ML surface of routing and presence products, transitioning from a rules-based engine to an agentic routing engine. The role involves end-to-end ML ownership from feature engineering and model design to production serving and monitoring, with a focus on applied ML for measurable customer outcomes at scale within a product engineering team. Responsibilities include designing experimentation frameworks, shaping the integration of classical ML and LLM components, and mentoring other engineers.

Senior Product Manager to own the AI agent infrastructure for the Forethought platform. This includes the reasoning engine, authoring tools, self-improvement mechanisms, and multi-channel infrastructure. The role requires guiding roadmap development, defining the authoring and configuration experience, setting quality standards for AI agent interactions, designing for multiple personas, and leading hypothesis-driven product development. Requires 5+ years in B2B SaaS PM with experience shipping AI/ML products, a deep understanding of language models and agentic architectures, and a track record of defining quantitative success metrics for AI systems.

This role is for a Senior ML Scientist focused on researching and building AI capabilities for customer experience, specifically intelligent triage and recommendations. The role involves collaborating with applied ML scientists and engineers, applying ML techniques like neural networks and information retrieval, and supporting the productionization of these models. It requires an MSc degree, strong Python and deep learning library skills, and a pragmatic, results-oriented approach. Knowledge of NLP, generative models, and information retrieval is preferred.

Staff Software Engineer for Zendesk's AI Copilot organization, focusing on leading the architecture and delivery of AI-powered product features. The role involves bridging product engineering and ML/science, integrating LLMs into production systems, and scaling AI capabilities for customer service agents. Requires strong software engineering background with experience in distributed systems, cloud infrastructure, and integrating ML models into production.

Senior Software Engineer to join AI Copilot organization, delivering AI-powered product features at scale. Focus on end-to-end ownership, integrating ML capabilities, building scalable backend services, and collaborating with ML Scientists and Product Management.

Senior Machine Learning Engineer to build and ship LLM-powered applications, including agent architectures and evaluation frameworks, on solid data foundations. The role involves end-to-end ownership from identifying needs to production deployment and iteration, with a focus on driving business outcomes and stakeholder collaboration.

This role focuses on evaluating and improving AI-driven support experiences by assessing model outputs for correctness, relevance, tone, safety, and reasoning. The Machine Learning Engineer I will refine evaluation rubrics, create datasets, analyze results to identify failure modes, and partner with cross-functional teams to translate findings into model improvements. The role requires strong attention to detail, clear communication, and practical experience with ML/NLP evaluation or data annotation.

Senior Software Engineer role focused on delivering AI/ML powered features at scale for Zendesk customers. The role involves working closely with ML Scientists, building tools for model experimentation and management, and contributing to scalable infrastructure for AI platforms. Experience with production AI delivery, LLM technology, and scalable applications is required.

Staff Software Engineer to join the Maquina team, focusing on building AI-powered procedures and conversational AI agents for customer experience. The role involves developing Ruby on Rails and TypeScript services, leading resolution of complex reliability problems, mentoring colleagues, and driving AI adoption. Experience with LLM integrations and enterprise-level AI feature implementation is required.

This role focuses on architecting and driving the transformation of MarTech stacks towards AI-driven orchestration, including piloting GenAI use cases, managing vendor evaluations, and establishing AI governance. It involves integrating core Martech platforms with AI applications and predictive models, and upskilling the marketing organization.

Zendesk is seeking a Data Scientist to develop and deploy AI capabilities for their agentic AI experience, focusing on retrieval and ranking models for their core AI search engine. The role involves full-stack ownership from data exploration to production rollout and monitoring, with a strong emphasis on scalability, reliability, and performance. Requires 3-5 years of experience shipping models to production, strong Python and software engineering skills, deep DS/ML knowledge, and comfort with MLOps (Docker, Kubernetes, cloud platforms).

Zendesk is seeking a Senior AI Data Engineer to build and scale the data infrastructure for their AI Copilot product, which provides AI-driven features for customer service agents. The role involves designing and maintaining ELT pipelines, supporting ML Scientists and Engineers, optimizing data models, implementing cost-saving strategies, and ensuring model monitoring and evaluation.

Staff Software Engineer focused on the end-to-end architecture and scaling of generative AI systems, specifically the inference services for Zendesk's App Builder. The role involves defining delivery patterns, optimizing for performance and cost, and mentoring engineers.

QA Engineer focused on localization, with a strong emphasis on testing AI-driven features and LLM-generated content. The role involves implementing AI quality frameworks, validating linguistic and functional correctness across locales, optimizing vendor operations, and collaborating on internal testing tools. Requires hands-on experience testing AI features and foundational scripting knowledge.

Senior Product Manager at Zendesk, Pune, India, focused on architecting product-led growth experiences that drive customer acquisition, success, and retention. The role involves defining the growth roadmap, optimizing the self-serve customer journey, and identifying high-value AI use cases for onboarding, workflows, and recommendations. Requires 8+ years in B2B SaaS product management with a proven track record in growth motions and experience with workflow or customer service products. Emphasizes responsible and value-driven AI usage.

This role is for an AI Services Consultant at Zendesk, focusing on helping customers implement and adopt Zendesk's AI-powered Resolution Platform. The consultant will act as a technical expert, guiding customers through configurations, integrations, and optimization to drive adoption, operational excellence, and measurable business impact. Key responsibilities include technical guidance, change management, successful project delivery, customer satisfaction, and cross-functional collaboration. The role requires strong consulting, communication, and project management skills, with a deep understanding of AI technologies and Zendesk's AI products. Experience in enterprise technology/SaaS professional services and managing AI adoption programs is essential.

This role is a Solutions Consultant at Zendesk, focusing on customer experience and employee services. The primary responsibility is to partner with customers to understand their challenges, assess their AI readiness, and design/showcase innovative solutions that leverage Zendesk's AI capabilities. The role involves translating advanced AI/ML concepts into business-focused narratives, architecting scalable solutions using Zendesk APIs and cloud platforms, and demonstrating the ROI of AI-driven features through analytics and performance metrics. While the role deeply understands and applies AI technologies, it does not involve building or shipping AI models directly, but rather integrating and selling solutions that utilize them.

Director of Engineering to lead and scale a mature engineering organization in Pune, delivering reliable execution, strong technical leadership, and cross-functional alignment that enables product outcomes at scale. Accountable for delivery risk, org design, and scaling an engineering organization that builds secure, reliable, and delightful AI-augmented products.

Product Management Director for Zendesk, focusing on defining and executing AI-driven product strategies for enterprise customers to optimize customer experience and scale service. The role involves leading product managers, partnering with cross-functional teams, and engaging with customers to deliver measurable outcomes in B2B SaaS.

This role supports the VP of Sales Development by shaping and executing the operating rhythm for the global Sales Development organization. It involves partnering across regions and functions to ensure the business operates with the right data, cadence, insights, and process discipline to support growth at scale. The role will help design and scale AI-enabled workflows and automation across lead scoring, routing, productivity tracking, outreach processes, and operational decision support, demonstrating fluency with Large Language Models and AI automation tools like Claude Code and OpenAI Codex.

Zendesk is seeking a GTM Enablement Associate to join their team. This role focuses on designing, building, and delivering enablement programs for their go-to-market organization. The associate will diagnose performance gaps, create solutions, and facilitate training. A key aspect of the role is exploring and experimenting with AI tools to improve enablement processes, content creation, personalization, and delivery. The position requires at least 2 years of experience in sales enablement or a similar role, strong analytical and problem-solving skills, and a genuine enthusiasm for AI.

Staff Software Engineer focused on Engineering Productivity Test team, building AI-powered tooling and services to improve software testing, validation, and release processes for Zendesk engineers. The role involves owning core testing services, creating automation, and partnering with product teams to enhance developer experience and quality at scale.

This role is for a Sales Operations Analyst at Zendesk, an AI-first organization. The analyst will partner with APAC Sales Development Leadership to drive efficiency in the top-of-funnel sales engine using data and AI/automation. Responsibilities include creating dashboards, influencing AI-powered automation platforms, ensuring data accuracy, and providing system support. The role requires analytical skills, SaaS expertise, and proficiency in Salesforce and data visualization tools, with a preference for experience integrating AI tools into GTM workflows.

This role supports the Product Development Operations team, focusing on strengthening operational rigor in a SaaS environment. It involves improving planning, execution, and ways of working, with a strong emphasis on building scalable, AI-first operational mechanisms to enhance team efficiency and delivery. The role will leverage AI to automate repetitive tasks, improve decision support, and increase the speed and quality of operational execution, including concepts like multi-agent orchestration.

This role focuses on innovating and orchestrating AI-powered adaptive learning experiences within Zendesk Academy to accelerate customer and partner adoption and retention. It involves designing and leading pilot programs, collaborating cross-functionally, and scaling initiatives to drive business growth.

This role is for an AI Services Consultant at Zendesk, focused on helping customers implement and adopt Zendesk's AI-powered Resolution Platform. The consultant will act as a technical expert and trusted advisor, guiding customers through configurations, integrations, and optimization to ensure they achieve business value and operational excellence from Zendesk's AI solutions. The role involves project management, change management, training, and cross-functional collaboration to drive customer satisfaction and adoption.

Product Designer for QA team focusing on evolving the QA experience for the age of AI, automating quality insights for human and AI-powered interactions, and revolutionizing AI for service with the Zendesk Resolution Platform.

The Senior Product Designer will lead innovative initiatives and collaborate with a cross-functional team to deliver a unique customer co-creation experience, accelerating the customer service product experience. This role involves user research, defining strategy, and crafting end-to-end product journeys for AI-driven CS products.

This role leads business process analysis and transformation efforts, focusing on integrating AI-driven automation and insights to improve operational excellence and customer experience. The Lead Business Process Analyst will identify use cases for LLMs and Generative AI, develop AI prompts and process frameworks, and ensure the ethical application of AI tools. The role involves cross-functional leadership, stakeholder partnership, and presenting AI project outcomes to leadership, with a measurable focus on improving AI model performance.

Software Engineer II (Fullstack) to join the AI Copilot organization, a multi-million ARR product that integrates AI into customer service agent workflows. The role involves end-to-end delivery of AI-powered product features, from frontend UI to backend services, working closely with ML engineers and scientists. Emphasis on delivering features, writing clean code, and growing skills in ML and LLMs.

Senior Fullstack Engineer to join the AI Copilot organization, a product that puts AI into the hands of customer service agents and administrators. The role involves leading the design, implementation, testing, and delivery of features for both React/TypeScript UIs and Ruby backend services, focusing on bringing AI-powered solutions to customers and enabling seamless AI interactions. The team ships early and often, iterating based on customer feedback. Responsibilities include owning feature delivery end-to-end, building performant UIs and robust backend services, collaborating with PMs and ML engineers, architectural decisions, addressing technical debt, driving design system adoption, optimizing backend logic, and mentoring junior engineers. Requires 5+ years of software engineering experience with a frontend focus, adaptability to backend challenges, fluency in TypeScript/React, experience with distributed systems, RESTful APIs, event-driven architectures, cloud infrastructure (AWS), SQL, and modern frontend architecture. Preferred experience includes design systems, micro-frontends, and Storybook. The tech stack heavily utilizes LLM technology.

Staff Frontend Engineer responsible for delivering the frontend experiences of Zendesk's AI Copilot product, which integrates AI-powered capabilities for customer service agents and administrators. This role involves end-to-end feature ownership, technical leadership, and collaboration with ML Engineers and backend engineers.

Senior Software Engineer to join the AI Copilot organization, a multi-million ARR product that puts AI directly into the hands of customer service agents and admins. The role involves delivering AI-powered product features at scale, owning end-to-end product features from design through production, and integrating ML-powered capabilities into the product.

Seeking a Senior Product Manager to lead a new Knowledge Graph team focused on ingesting and modeling content for AI experiences. The role involves creating a roadmap, forming a team, collaborating with engineering and data science, driving feature development, and overseeing data quality. Requires experience in SaaS product management, familiarity with LLMs/RAG/generative AI, and content processing at scale (NLP, OCR, document cleaning).

Senior Platform Engineer focused on improving deployment tools and infrastructure, including Kubernetes, CI/CD, and IaC. The role involves leveraging AI tools to enhance operational efficiency and deployment safety within an enterprise environment.

This role is for a Senior Program Manager on the Product Development team, focusing on Unified Customer Analytics. The primary responsibility is to define and execute roadmaps for data foundations, measurement frameworks, and customer-facing analytics experiences that demonstrate ROI and drive adoption of Zendesk's AI and automation products. The role involves leading cross-functional programs, guiding planning processes, managing risks, and improving program processes to enhance delivery velocity and predictability. While the role supports AI products, it is not directly building or researching AI models.

Senior Backend Engineer responsible for the data layer powering Zendesk's AI products, focusing on building and scaling integrations and analytics infrastructure to transform raw support data into automation recommendations. This involves designing and maintaining connectors (ETL), extending the insights engine, building resilient data pipelines, and optimizing search indices for RAG and retrieval features.

Senior Full Stack Engineer to build and improve backend systems for a real-time voice AI product, focusing on low-latency systems, integrations, performance, and reliability. The role involves shipping product features across the voice platform and collaborating with product and design.

Director of Software Engineering to lead and scale global Platform engineering teams, driving the architecture and delivery of API-first, cloud-native platform services that enable partners and customers to build intelligent, AI-powered experiences at scale. The role involves defining platform strategy, owning architecture, partnering with AI teams, driving operational excellence, and staying current with AI tools and technologies.

Senior Product Manager to lead an approvals workflow engine, integrating with AI Agents and external Agentic AI platforms, focusing on customer productivity and employee services. The role involves setting vision, roadmap, driving execution, and ensuring scalability.

Commercial Account Executive (Hunter) at Zendesk, focused on selling SaaS solutions powered by AI to new commercial accounts. The role involves identifying, engaging, and closing new business, leveraging AI-driven insights and sales tools to drive revenue growth and customer success. Requires a strong B2B sales track record, executive relationship building, and proficiency with AI and digital sales tools.