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.

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.

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.

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.

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.

This role is for an AI Services Consultant who will act as a technical expert and trusted advisor to customers, guiding them through the implementation and optimization of Zendesk's AI-powered Resolution Platform. The consultant will focus on accelerating customer time-to-value, driving adoption, and ensuring successful project delivery, ultimately leading to measurable business impact and customer satisfaction. The role requires strong consulting, communication, and project management skills, with a deep understanding of AI technologies and Zendesk's AI products. Fluency in French or German is mandatory.

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.

This role focuses on customer success and strategic roadmap delivery for AI solutions within an enterprise context. The Manager, AI Success Strategist will own the end-to-end AI roadmap for key customers, translating product capabilities into business strategies, defining long-term AI vision, and driving adoption and operational excellence. The role requires strong project management, product and technical knowledge, business acumen, and the ability to influence executive stakeholders. While the role involves advising on AI strategy and ensuring ethical practices, it is primarily focused on customer adoption and business impact of existing AI products, rather than core AI/ML development or research.

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.

This role focuses on driving customer success and adoption of Zendesk's AI solutions, translating product capabilities into business strategies, and managing the AI roadmap for enterprise clients. It emphasizes maximizing business impact, building executive partnerships, and ensuring predictable scaling of AI initiatives.

Senior Product Designer for Zendesk's Knowledge team, focusing on designing a best-in-class knowledge platform that powers conversational AI experiences. The role involves rethinking the Help Center for the age of AI, managing knowledge quality, and enabling AI-driven self-service workflows.

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 Product Design Manager for Zendesk's Knowledge team, focusing on AI-powered conversational experiences. This role involves defining design strategy, leading a design team, and partnering with cross-functional stakeholders to deliver AI-driven self-service workflows and exceptional customer experience. Prior experience with designing LLM integrations and AI feature workflows is required.