Melbourne, Victoria, Australia · Hybrid
Job Description The Mission: The enterprise software landscape is fracturing. We are transitioning from "Systems of Record" to "Systems of Action." Zendesk is leading this shift with the Resolution Platform, aiming to be…
Skills: Machine Learning, Large Language Models, Agent Architectures, Reinforcement Learning, Python
Lisbon, Portugal · Hybrid
Job Description Sales Development is the sales & talent pipeline driving the EMEA business. At Zendesk, we provide the best sales training ground that enables you to enhance your skillset and accelerate your career traje…
Skills: Outbound Prospecting, Lead Generation, Consultative Sales, Customer Experience, Strategic Prospecting
California, United States · Hybrid
$148k–$222k/yr
Job Description Department: Customer Experience Strategy & Operations Location: Remote / Flexible Reports to: Tuyen Wu At Zendesk, we believe the future of customer success is rooted in human connection, driven by insigh…
Skills: SQL, Snowflake, Salesforce, Gainsight, Gong
San Francisco, California, United States · Hybrid
$224k–$336k/yr
Job Description Zendesk is looking for a Director of GTM M&A Strategy and Integration to lead go-to-market strategy and execution for acquired businesses, new product motions, and complex cross-functional GTM transformat…
Skills: GTM Strategy, M&A Integration, Corporate Development, Revenue Operations, Sales Transformation
Austin, Texas, United States · Hybrid
$191k–$287k/yr
Job Description The Senior Alliance Manager, AWS, will own and drive the strategic partnership with AWS to maximize co-sell motions and create joint value propositions that accelerate business growth. This role requires …
Skills: Alliance Management, Partner Management, Business Development, AWS Marketplace, Co-selling
Copenhagen, Capital Region of Denmark, Denmark · Hybrid
Job Description Senior Frontend Engineer Zendesk is founded by Danish entrepreneurs and dedicated to helping customers build great relationships through well-designed, reliable software. Our Copenhagen office is part of …
Skills: React, JavaScript, TypeScript, Frontend Engineering, AI Integration
Ciudad de México, Mexico · Hybrid
Job Description The Lead Business Process Analyst is responsible for leading ongoing change & transformation efforts focused on operational excellence and core business processes. This role acts as a key contributor to c…
Skills: Process Mapping, Workflow Design, Zendesk Suite, Project Management, AI Literacy
Ciudad de México, Mexico · Hybrid
Job Description About the Role We are looking for a versatile BI Developer with strong technical expertise across multiple domains, comfortable working within Agile methodologies. This role requires a professional adept …
Skills: Python, SQL, Streamlit, Data Engineering, AI Coding Agents
Ciudad de México, Mexico · Hybrid
Job Description About Zendesk & The Role At Zendesk, we build software designed to improve customer relationships, helping businesses create meaningful, engaging, and seamless interactions. To support this mission intern…
Skills: Agile Coaching, Delivery Leadership, Organizational Change Management, Scrum, Kanban
Melbourne, Victoria, Australia · Hybrid
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 our ambition by building products rooted in the belief that behind every intera…
Skills: B2B Sales, SaaS Sales, Account Management, Prospecting, Negotiation
London, England, United Kingdom · Hybrid
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 our ambition by building products rooted in the belief that behind every intera…
Skills: B2B Sales, SaaS, Enterprise Account Management, Strategic Planning, C-Level Engagement
San Francisco, California, United States · Remote OK
$259k–$389k/yr
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 cu…
Skills: AI Regulatory Compliance, EU AI Act, GDPR, CCPA, HIPAA
Washington, District of Columbia, United States · Remote OK
$118k–$178k/yr
Job Description Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As visionary architects of our AI-powered Resolution P…
Skills: AI Strategy, Project Management, Customer Success Management, Solution Design, Stakeholder Management
pune, Maharashtra, India · Hybrid
Job Description https://docs.google.com/document/d/1zPVsDcoTdv4d9kCOqbqB_6KxA_KBQsxxXFpC9SuioOw/edit?usp=sharing Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnatak…
Skills: Product Management, Customer Experience, Strategic Planning, Cross-functional Collaboration, Product Roadmap Development
Ciudad de México, Mexico · Hybrid
Job Description At Zendesk, we are redefining the boundaries of Customer Experience (CX) and Employee Services (ES) through autonomous, Agentic AI and deep platform extensibility. As we build out the next generation of o…
Skills: JavaScript, Python, Node.js, REST APIs, SOAP APIs
pune, Maharashtra, India · Hybrid
Job Description Software Engineer - Full stackWhat you will do: The Zendesk Product Led Growth Team is looking for a Software Engineer with working knowledge of frontend languages like JavaScript and TypeScript and past …
Skills: JavaScript, TypeScript, React.js, Ruby on Rails, CSS
pune, Maharashtra, India · Hybrid
Job Description Software Engineer II Job Description - Agent Workspace UI What you get to do every day: Drive the modernization and evolution of our largest monolithic application by building rich, scalable, and performa…
Skills: React, Redux, TypeScript, GraphQL, JavaScript
San Francisco, California, United States · Hybrid
$298k–$446k/yr
Job Description Zendesk is seeking a visionary and high-impact Senior Director, Strategic AI & Hyperscaler Partnerships to lead our global partner strategy and secure Zendesk’s position at the absolute forefront of Gener…
Skills: Strategic Alliances, Generative AI, Executive Relationship Management, Partnership Strategy, C-Suite Negotiation
Berlin, Germany · Hybrid
Job Description Job Description Zendesk's mission is to make Customer Experience better - for every brand, every customer, every day. Data and analytics are the engine of that vision: the vehicle through which we deliver…
Skills: SQL, dbt, Python, Data Modeling, ELT Pipelines
North Carolina, United States · Remote OK
$178k–$266k/yr
Job Description About the Role At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. The Zendesk Customer Experience (CX) organiz…
Skills: Strategy & Operations, Financial Modeling, Forecasting, Salesforce, SQL
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Design and build high-performance runtimes for AI agents to perceive, reason, and act within the Resolution Platform. Lead the development of domain-specialized models using RL and harden evaluation gates for enterprise-scale deployment.
Requires 5+ years of experience building production ML/AI systems with deep expertise in agent architectures and Python/PyTorch. Strong instincts for internal evaluation and experience with RL for language models is highly desired.
The Mission: The enterprise software landscape is fracturing. We are transitioning from "Systems of Record" to "Systems of Action." Zendesk is leading this shift with the Resolution Platform, aiming to be the first CX company to secure $1B in AI-driven revenue. To achieve this, we must solve the "Orchestration Trap." We are not just building features; we are building the high-performance runtime that allows fleets of AI Agents to Perceive, Reason, and Act.
The Opportunity: You will operate at the cutting edge of large language models, planning algorithms, and multi-agent coordination. By designing advanced memory structures and autonomous learning mechanisms, you will bridge the gap between offline model capabilities and dynamic, real-world task execution.
We run production AI agents that autonomously resolve customer service tickets across 100,000+ Zendesk accounts. These agents take a customer issue, plan a multi-step resolution, execute real actions (refunds, order modifications, escalations) through live APIs, and close the ticket without a human in the loop.
The agent core uses a proprietary iterative architecture: the agent decomposes goals into plans, pulls reusable skills from a registry, executes, evaluates the outcome, and refines. Each iteration feeds back into the next attempt. We have a working self-learning mechanism where successful resolution patterns are synthesized into new skills and fed back into the registry, so the system improves from its own execution history.
On multi-step tool-use benchmarks (GAIA-class), our agents perform at parity with the best published results. Our internal evaluation suite runs 158+ scenario-based tests from real Zendesk tickets, scored continuously through Braintrust with regression detection on every deploy.
Pushing the architecture further. The iterative planner works, but there are open questions we have not solved yet: how to handle plan decomposition when the goal is ambiguous, how to manage interference between memory tiers under concurrent sessions, how to make skill acquisition more selective (the agent acquires skills too eagerly today), and how to design multi-agent delegation patterns where one agent hands off subtasks to specialized agents via A2A (the Agent-to-Agent protocol).
Domain-specialized agent models. We are building toward training our own models, specialized for customer service resolution via RL on production trajectories. The data pipeline is already being instrumented (resolution outcomes, escalation patterns, user satisfaction signals). The next step is the RL training infrastructure itself: reward curricula, rollout systems, and the feedback loops that turn a capable base model into a specialist that matches or beats frontier models on our task distribution at significantly lower inference cost. This is a 6-12 month build, and we need someone who can own both the science and the systems.
Hardening evaluation. We run 158+ scenario evals continuously with regression detection, but multi-turn evaluation and automated trajectory analysis (pinpointing where reasoning diverged) are still early. We need quality gates that block deploys when agent performance drops, and we need them integrated into CI, not run as an afterthought.
Guardrails at enterprise scale. The threat surface for autonomous agents includes tool misuse, cascading action chains, prompt injection, and hallucination loops that burn tokens before anyone notices. We need multi-layered defenses with supervisor patterns, capabilities-based access control, and output validation that works across thousands of concurrent sessions without adding meaningful latency.
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.
Self-improving AI agents that learn, adapt, and outperform. On every channel, on any platform.
Move beyond deflection. Deliver real resolutions with self-improving AI agents that learn, adapt, and outperform, on every channel, on any platform.
Offices: 989 Market St, San Francisco, California 94103, US · 25 West Main Street, Madison, Wisconsin 53703, US · Snaregade 12, Kobenhavn K, Capital Region 1205, DK · 30 Eastbourne Terrace, London, England W2 6LA, GB · 5th Ave, Taguig City, National Capital Region, PH
Self-improving AI agents that learn, adapt, and outperform. On every channel, on any platform.
Move beyond deflection. Deliver real resolutions with self-improving AI agents that learn, adapt, and outperform, on every channel, on any platform.
Offices: 989 Market St, San Francisco, California 94103, US · 25 West Main Street, Madison, Wisconsin 53703, US · Snaregade 12, Kobenhavn K, Capital Region 1205, DK · 30 Eastbourne Terrace, London, England W2 6LA, GB · 5th Ave, Taguig City, National Capital Region, PH
