Job Description
Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection.
We’re seeking a Senior Software Engineer to join the Workforce Management product team - Zendesk’s AI-powered solution for forecasting, scheduling, and agent performance tracking. In this role you’ll design and deliver scalable backend systems that power features used by thousands of customers and millions of end users, helping organizations optimize workforce efficiency through reliable, data-driven automation.
You will play a critical role in shaping the technical direction and operational excellence of our WFM backend—driving architecture and implementation decisions, mentoring engineers, and ensuring our services remain fast, resilient, and maintainable at scale.
What you’ll be doing:
- Own design, implementation, testing, review, and maintenance of high-quality Golang services used by millions.
- Lead full SDLC for multi-developer initiatives: from product discovery and architecture through delivery, monitoring, and support.
- Influence and define cross-squad technical direction, architecture, and system boundaries for mission-critical areas.
- Translate product and customer needs into scalable technical solutions alongside PMs, SREs, and customer-facing teams.
- Proactively manage technical debt, break down complex work into actionable tasks, and set standards for code quality and testing.
- Optimize system performance, capacity, reliability, and observability, and drive production incident resolution and RCA.
- Participate in recruiting, interviewing, and onboarding to grow a high-performing engineering team.
What you bring to the role:
- 8+ years professional software engineering experience, with 5+ years focused on backend or integration engineering.
- Advanced proficiency in Go (Golang) and Go testing practices; strong experience with Docker and containerized development.
- Solid experience with relational databases (PostgreSQL, MySQL) and designing performant data models and queries.
- Practical cloud experience, preferably AWS, and familiarity with infrastructure-as-code patterns (Terraform preferred).
- Deep understanding of distributed systems concepts (eventual consistency, timeouts, retries, partitioning, circuit breakers).
- Experience with event-driven architectures and Kafka (or similar message buses) at scale.
- Strong API design experience (RESTful services; third-party integrations) and robust automated testing practices.
- Excellent communication and collaboration skills; experience mentoring and growing engineers in an Agile environment.
Preferred qualifications:
- Experience with PHP and/or Laravel (helpful for cross-team integrations).
- Experience with analytical stores such as ClickHouse or columnar OLAP databases.
- Familiarity with observability and incident management tools (Datadog, Sentry).
- Hands-on experience with CI/CD tooling (GitHub Actions, Jenkins, Spinnaker) and Kubernetes.
- Prior experience with Workforce Management platforms or related scheduling/forecasting systems.
Our tech stack
- Backend: Go, PHP, Laravel
- Frontend: JavaScript, TypeScript, React, Redux
- Data & APIs: PostgreSQL, MySQL, ClickHouse, Kafka, Redis, REST, GraphQL Cloud & Infra: AWS, Terraform, Docker, Kubernetes, Spinnaker
- Monitoring & Observability: Datadog, Sentry
What You’ll Get from Us
- The opportunity to grow by tackling challenging problems and driving high-impact software initiatives.
- Collaboration with a team of passionate individuals who enjoy what they do and are always willing to help.
- Freedom to innovate – bring your ideas, experiment, and make a real impact.
- A global, collaborative work environment where you can connect with amazing people worldwide.
... and all the benefits to support your well-being and work-life balance:
- Flexible working hours and flexible, hybrid environment (we work two days per week from our amazing Kraków office)
- Extended Stay Program (you can work up to 90 days outside of your country of jurisdiction).
- Employment Contract with Competitive Salary and IP Tax Relief
- Professional Development Funds and internal training to help you develop new skills and grow your career.
- Premium medical insurance (including dental & physiotherapy) plus private life insurance.
- Well-being package (incl. Employee Assistance Program and Mental Health Support as well as Additional Days Off).
- Family-Forming support: 16 weeks of paid paternity leave and inclusive fertility and hormonal health benefits via Carrot Fertility
- Competitive benefits package designed to support your lifestyle - including access to MyBenefit platform with multiple MultiSport Card Options.
- Long-Term Incentives: LTIP Bonus as well as Recharge Leave - 4 weeks of paid leave following 5 years of continuous service.
- … and all the in-office perks such as lunches, massage sessions, specialty coffee etc.
#LI‑AD1
The Poland annualized base salary range for this position is zł257,000.00-zł385,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk 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. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.