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.

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.

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.

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.

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.

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 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.

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.

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.

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 Software Engineer for Zendesk's Workforce Management product team, focusing on building and scaling AI-powered backend systems for forecasting, scheduling, and agent performance tracking. The role involves full SDLC ownership, collaboration, code quality, technical debt reduction, and mentorship.

Principal Software Engineer to lead technical direction for high-impact platform and product initiatives, designing and delivering large-scale systems, influencing cross-team architecture, and mentoring senior engineers to embed AI-enabled innovation into customer experience.

Seeking a Software Engineering Manager in Pune to lead a new Data Applications Engineering team focused on an AI-powered GTM Intelligence Platform. This role involves managing and mentoring engineers, collaborating with cross-functional teams, and driving technical excellence in a player-coach capacity. Prior experience in managing full-stack teams shipping production web applications and driving AI adoption is required.

Staff Software Engineer focused on frontend modernization and integrating AI capabilities into Zendesk's customer reporting and analytics platform. The role involves technical leadership, system design, and driving engineering excellence with a focus on modernizing the stack with React/TypeScript and embedding AI/LLMs into user interfaces and workflows.

Software Engineer Intern to lead a self-directed, innovative project focused on next-generation solutions, operating outside the team's critical roadmap. The role involves defining scope, designing, and implementing an exploratory technical project, potentially leveraging AI/ML or new integrations, from concept to working prototype.

Senior Software Engineer focused on building observability foundations for cloud-native services and an organization's LLM/AI stack, including telemetry pipelines, dashboards, and alerting for critical AI paths. Requires experience with observability tooling and demonstrated understanding of ML/AI system monitoring.

Senior Software Engineer to join the Maquina team, which builds AI-powered procedures and conversational AI agents for customer experience. The role involves working across the full stack, from recommendation engines to agent-facing UI and execution runtime, integrating with a large RAG platform. The team tackles complex challenges involving multiple services, data pipelines, and ML integrations, valuing pragmatic engineering and shipping working software.

Senior Software Engineer to build and evolve backend and frontend features for Zendesk's Help Center, focusing on conversational AI agent experiences and their theming platform. This role involves full-stack development, system design, and leading complex reliability challenges.

Staff Data Platform Engineer role focused on designing, developing, and maintaining the data infrastructure for Zendesk's data platform, enabling advanced analytics and AI/ML integration. Responsibilities include defining architecture, establishing data contracts, delivering scalable data services, implementing observability, and raising engineering standards. Requires strong DevOps, CI/CD, cloud, Kubernetes, and programming experience, with a focus on automation and reliability.

This role is a BI Development Analyst focused on data pipelines (DBT, SQL), dashboard creation (Tableau, Looker), and maintaining the technology stack, including AI implementation. It requires strong SQL, database, Python, and dashboarding skills, with ML/AI and Cloud Platforms as nice-to-haves.

Zendesk is looking for a Senior Business Intelligence Analyst to support enterprise dashboards using modern BI approaches and a modern data stack. The role involves eliciting requirements, conducting data analysis, recommending BI solutions, building visualizations, and guiding stakeholders. The candidate will collaborate with data engineers and business users, and develop expertise in BI technologies including AI, Conversational BI, and Generative BI. This is a player/coach role focused on building new capabilities and mentoring other BI Analysts.

This role focuses on advanced analytics and automation within Workforce Management (WFM) and Quality Assurance (QA) for contact centers. It involves setting standards, building forecasts, capacity plans, and quality frameworks, integrating speech/text analytics, and driving adoption of AI-assisted tools. The role emphasizes strategic thinking, experimental design, stakeholder influence, and risk management, with a focus on improving operational efficiency and customer outcomes.

Manager for Zendesk's Global IT Service Desk, focusing on operational excellence, process improvement, and leading teams. The role involves bridging technical support with employee experience and identifying opportunities for automation and AI integration within IT operations, aligning with the company's 'AI-first' vision.

Senior Golang Engineer for Zendesk's Workforce Management product team, focusing on building and scaling AI-powered backend systems for forecasting, scheduling, and agent performance tracking. The role involves leading SDLC, influencing technical direction, and ensuring system performance and reliability.

Software Engineer II (SRE) at Zendesk to join the Edge Engineering team. This role involves building and managing the company's proxy tier, global CDN platform, and other critical services that handle billions of user interactions daily. The position requires experience with HTTP, TLS, load balancing, reverse proxying, CDN, Go, and DevOps best practices for high-traffic, customer-facing distributed systems.

This role is for a Manager of Technical Architecture within Zendesk's Global Managed & Professional Services organization. The focus is on leading a team that crafts technical engines for customer experience, mentoring team members, managing project deliverables, and contributing to offering definitions. It requires technical breadth in web development and APIs, C-suite presence, and operational agility. Experience in SaaS environments and with Zendesk products is preferred. The role involves managing teams, ensuring billable utilization, productivity, and quality targets, and contributing to business impact through offering improvements and meeting revenue targets.

This role is for a Technical Architect at Zendesk, focusing on leading technical strategy, architectural design, and system integrations for strategic global customers. The role involves customer solutioning, technical discovery, designing and presenting Proof of Concepts (POCs), cross-functional collaboration, and influencing the product roadmap. While the company mentions AI-driven customer experience and the potential use of AI in application screening, the core responsibilities of the Technical Architect do not involve building or directly working with AI/ML models or systems. The role requires a strong background in full-stack programming, API-driven architectures, and professional services/consulting within the SaaS industry.

Software Engineer II at Zendesk focused on building and enhancing core backend functionality for their ITSM product using Ruby on Rails. The role involves designing, developing, testing, and maintaining scalable backend services and APIs, owning features end-to-end, and collaborating with cross-functional teams. While the role is primarily backend engineering, there is an openness to using generative AI tools to improve productivity and support engineering workflows.

This role supports the Quote to Revenue team, focusing on business systems analysis for billing, invoicing, and revenue recognition processes. It involves gathering requirements, translating them into system changes, and operationalizing these processes. The role supports SaaS RevOps systems, data analysis, and stakeholder communication, with a focus on transforming recurring and usage-based revenue streams, especially as Zendesk expands into AI-driven offerings.

Senior Software Engineer to design and build scalable, reliable systems that power AI-enabled customer experiences. Own meaningful components end-to-end, mentor peers, and partner with Product and Design to deliver high-impact features.

Software Engineer II at Zendesk focusing on backend services for mobile and Web Widget products. Responsibilities include building scalable systems, contributing to technical strategy, code reviews, and feature lifecycle management. Requires experience with Ruby on Rails, React, microservices, and databases. Nice-to-haves include TypeScript, Scala, Datadog, and Kubernetes.