Zendesk

Full-stack Engineer

• Design, develop, document, test, and deploy standardized solutions
• Integrate Zendesk products and third-party SaaS systems
• Conduct system integration testing and support user acceptance testing (UAT)
• Participate in backlog grooming and sprint planning
• Explore and implement next-generation solutions leveraging AI and machine learning
• Work closely with developers, IT application owners, and business system analysts
• Contribute to sprint retrospectives

Senior Software Engineer

Product Manager

• Define the Vision & Roadmap for the Partner Sales ecosystem
• Optimize the Partner Experience from onboarding and enablement to deal registration, pipeline management, and payout
• Lead the technical strategy and product execution for integrating Impartner with Salesforce, Adobe, and other internal GTM systems
• Identify points of friction in the partner sales motion and build automated, scalable solutions
• Partner closely with Channel Sales Leadership, Revenue Operations, Engineering, and Partner Marketing
• Establish KPIs for partner platform adoption and system performance

Principal Product Manager – Partner Sales

• Utilize Java and Maven/Spring toolchain to work on a trusted backend codebase
• Apply TypeScript and React on an established front-end codebase that users rely on
• Build new capabilities within the platform by leveraging existing systems at Zendesk
• Deploy your code to production, enhancing the experience for millions of Zendesk users
• Collaborate closely with a focused team of experienced engineers—supporting, challenging, and learning from one another
• Partner with the Technical Lead and Product Manager to shape the team’s roadmap
• Foster innovation and contribute to continuously improving the team’s well-being and efficiency

Staff Software Engineer

Manager

• Manage the global Travel and Expense program, ensuring alignment with company objectives and financial discipline
• Act as the primary lead for key T&E systems and vendors, specifically Egencia and Brex
• Take action on audit remediation, specifically leading the improvements required from audits
• Lead the Travel RFP process from inception to implementation, managing vendor selection, negotiation, and global rollout
• Architect and implement scalable process improvements to streamline the T&E experience for employees
• Oversee the administration of T&E systems, ensuring tools are optimized for global scale
• Drive the communication strategy for T&E updates
• Partner with Finance, IT, and Legal leadership to ensure the T&E program supports broader business goals
• Provide excellent customer support to our employees as they interact with T&E tools and programs

Travel and Expense Manager

Recruitment

• Partner closely with senior leaders to shape hiring decisions, compensation, and offer strategy
• Boldly manage stakeholders to ensure tight interview loops and rapid feedback turnarounds
• Spend candidate interactions selling Zendesk's mission and culture
• Collaborate with regional TA peers on global initiatives and employer branding
• Use AI to extract market data and local salary benchmarks
• Identify hiring bottlenecks with clear data

Senior Talent Acquisition Advisor – Sales

People Operations

• Oversee the daily workflow and Zendesk ticket queues for the APAC People Services Total Rewards team to ensure SLAs are met and inquiries are resolved accurately
• Supervise, coach, and mentor Tier 1 and Tier 2 team members, conducting regular 1:1s and quality audits to champion continuous employee performance and development
• Ensure absolute data integrity across Workday and downstream systems by executing rigorous quality control and 'four-eyes' validation checks on all Total Rewards and payroll entries
• Own regional service quality by conducting technical Root Cause Analyses (RCAs) on negative Employee Satisfaction (CSAT) scores, implementing swift process or coaching corrections
• Act as the primary operational point of contact for complex payroll, leave, benefits, and off-boarding queries that require deep local statutory or technical validation
• Govern the internal Knowledge Base (KB), monitoring the accuracy of regional FAQs and macros to drive higher employee self-service and team transactional consistency
• Partner with regional and global project managers to lead system migrations, process standardizations, and new policy rollouts according to global Standard Operating Procedures (SOPs)
• Identify operational friction points across the regional employee journey, leveraging AI-driven solutions and technical tools to simplify workflows

Team Lead, People Services

Technical Program Manager

• Lead and deliver multi-team technical programs that span Product Development and partner functions, ensuring milestones, quality standards and outcomes are met.
• Translate strategy and OKRs into program structure, plans, milestones and measurable success criteria; keep progress visible to stakeholders.
• Build program governance: establish operating cadences, decision forums, escalation paths and clear RACI for cross-functional delivery.
• Identify, track and mitigate risks and dependencies proactively; manage scope and critical path to limit surprises.
• Facilitate alignment and decision-making across partner functions; run workshops, retrospectives and steering committee meetings.
• Produce concise, decision-ready updates and status reporting for various levels of stakeholders.
• Improve program processes and standards; coach teams on planning, risk management and reporting best practices.
• Mentor and partner with other program managers to raise execution standards across the PMO.

Senior Technical Program Manager, Product Development

Customer Success Manager

• Build and foster strong relationships with your portfolio of our largest Enterprise customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation to their end business users.
• Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint account and success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn.
• Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, business reviews, adoption assessments, value narratives, roadmap presentations, etc).

Principal Customer Success Manager

Security Analyst

• Conduct comprehensive technical reviews to identify potential flaws in our products (focus on HIPAA and FedRamp)
• Engage in reporting and data analysis tasks.
• Participate in cross-functional projects and act as a trusted advisor, collaborating among others with Legal, Engineering, Product, and GRC teams.
• Provide technical expertise in customer meetings and sales engagements.

Senior Security Compliance Analyst

Solutions Engineer

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution.
• Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives.

Senior Solutions Consultant

Business Operations

• Act as the primary business partner to the VP of Renewals
• Build and maintain robust forecasting models for renewals
• Lead the strategic process for setting quarterly and annual renewal targets
• Deeply understand and improve internal team processes for contract negotiation and renewal management within Salesforce (SFDC)
• Leverage AI and advanced analytical tools to automate forecasting
• Consolidate complex, multi-source data sets into unified, actionable dashboards

Business Operations Principal – Renewals

• Take ownership of the prime technical relationship with prospects to drive satisfaction by managing and delivering technical information both onsite and virtually.
• Work in conjunction with Sales, Marketing, and Product Managers to act as the technical bridge between our team and prospects.
• Scope, manage, and execute customer pilots and high-impact technical demonstrations that map business requirements to technical solutions.
• Educate customers on the impact of AI technologies, such as LLMs and ChatGPT, on the modern customer service landscape.
• Partner with x-functional teams to influence new product development based on solution scoping and field feedback.

Senior Solutions Consultant – Pre-Sales

• Conduct thorough discovery sessions to understand customer challenges
• Architect AI-Driven CX & ES Solutions
• Drive Technical Strategy Through the Sales Cycle
• Integrate & Scale secure, scalable solutions
• Collaborate & Influence across functions
• Measure & Optimize Impact using analytics and AI performance metrics
• Champion AI Adoption and drive initiatives
• Stay Ahead of the Curve in expertise building

Solutions Consultant – Public Sector

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution. Ensuring each solution aligns with customer goals and compliance standards.
• Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
• Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

Machine Learning Engineer

• Architect Durable Agent Runtime leveraging agentic AI frameworks
• Build the Integration Fabric allowing agents to discover tools and negotiate capabilities
• Develop the Memory Manager optimizing RAG pipelines and eviction policies
• Create the trust layer with governance ensures agents operate within deterministic boundaries

Senior Software Engineer

Principal Product Manager – Partner Sales

Staff Software Engineer

Travel and Expense Manager

Senior Talent Acquisition Advisor – Sales

Team Lead, People Services

Senior Technical Program Manager, Product Development

Principal Customer Success Manager

Senior Security Compliance Analyst

Senior Solutions Consultant

Business Operations Principal – Renewals

Senior Solutions Consultant – Pre-Sales

Solutions Consultant – Public Sector

Senior Solutions Consultant

Senior Machine Learning Engineer