JOB DESCRIPTION

As a Senior Backend Engineer at Zendesk AI Agents you’ll play a key role in shaping and building our backend, collaborating closely with our Product Manager, AI and Machine Learning Engineers, Frontend developers, and the broader tech team to deliver groundbreaking features focused on speed and reliability.
The Agentic tribe is revolutionizing the chatbot landscape with Gen3, a cutting-edge AI Agent system that’s pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it’s a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and “off-script” inquiries with ease.
As an engineer on our team, you’ll be at the forefront of this exciting technology, contributing to a product that’s redefining how businesses and users interact. You will have full responsibility to build, test, and iterate rapidly to bring high-quality AI products to our massive user base at an unparalleled scale.
Join us in revolutionizing the chatbot/agent landscape and be part of a team that’s shaping the future of AI interactions.

ABOUT ZENDESK

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk’s Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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.
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

We’re looking for a communicative, experienced engineer who takes pride in producing disruptive technology products, built upon logical, simple and effective solutions to complex issues.

• Skills and confidence in writing robust code to build high-performing applications
• Knowledgeable on microservices architecture, design patterns and best practices
• Ability to create fast database queries for large amounts of data.
• Positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver.
• You enjoy coaching and enabling others and are a natural motivator and enthusiastic mentor.
• Reliable and transparent engineering, regularly unit testing and documenting your work.
• You foster and champion a culture of continuous feedback and utilize it as a tool for growth
• Drive for continuous learning, with the ability to get up to speed with new systems and concepts quickly.
• Good communication skills, high proficiency in English with the ability to adapt communication style to given audience and situation.
• Experience with NodeJS (ES7), MongoDB, Typescript

KEY RESPONSIBILITIES:

• Maintain and develop components and services together with your team
• Architect and implement complex applications, using well accepted design patterns leveraging our AI to transform the customer service industry.
• Craft and maintain high traffic services and APIs in a team of experienced software engineers.
• Anticipate future use cases and developments to strategize and design a microservice infrastructure that connects to multiple third party systems.
• Improve our code base and processes and develop new product features.
• Become part of the backend chapter, a community where everyone has an impact on the architecture of the system. From gathering feedback on your designs, educating others about patterns you are an expert in, to owning complex, cross-team tech initiatives.
• Stay up to date on industry trends, helping drive us to innovate, learn and experiment with new tools and technologies to continuously

WHAT YOU BRING TO THE ROLE

We’re looking for a communicative, experienced engineer who takes pride in producing disruptive technology products, built upon logical, simple and effective solutions to complex issues.

• Skills and confidence in writing robust code to build high-performing applications
• Knowledgeable on microservices architecture, design patterns and best practices
• Ability to create fast database queries for large amounts of data.
• Positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver.
• You enjoy coaching and enabling others and are a natural motivator and enthusiastic mentor.
• Reliable and transparent engineering, regularly unit testing and documenting your work.
• You foster and champion a culture of continuous feedback and utilize it as a tool for growth
• Drive for continuous learning, with the ability to get up to speed with new systems and concepts quickly.
• Good communication skills, high proficiency in English with the ability to adapt communication style to given audience and situation.
• Experience with NodeJS (ES7), MongoDB, Typescript.