Zendesk

Full-stack Engineer

• Build and improve the backend systems that power real-time voice conversations
• Develop integrations for telephony, real-time audio, and external AI services
• Ship product features across our voice platform, including user-facing web experiences where needed
• Improve platform reliability, observability, and performance
• Work on real-time interaction challenges like interruptions, responsiveness, turn-taking, and conversation flow
• Collaborate closely with product and design to build voice experiences that feel polished and intuitive

Senior Fullstack Engineer

Backend Engineer

• Design, build, and maintain robust platform connectors across third‑party systems
• Extend and scale the Discover insights engine
• Build and operate resilient data pipelines
• Design, optimize, and maintain search indices and aggregation pipelines

Senior Backend Engineer, Connectors – Discover

Administration

• Develop and drive the strategic vision and roadmap for Zendesk’s global certification programs
• Own and optimize all certification lifecycle operations
• Champion cross-functional efforts to measure certification engagement campaigns
• Manage LMS systems and integrations
• Lead operational excellence through standardized processes and automation

Senior Certification and LMS Administration Specialist

Product Manager

• Define and be responsible for the product roadmap
• Work closely with engineers, product designers, and marketers
• Analyze product data and research competitors
• Deliver features that support customers

Senior Product Manager

Systems Engineer

• Collaborate with IAM Engineers to build a scalable foundation for IAM program
• Design logical frameworks utilizing ABAC and RBAC methodologies within Okta
• Establish governance standards for group management and directory hygiene
• Analyze workforce data to identify user attributes for ABAC policies
• Create clear technical documentation and assist in troubleshooting access issues

IAM Business Systems Analyst

Engineer

• Day to day management and monitoring of Identity management tools and Public Cloud tooling (e.g., MFA, Security Token, OAUTH, AWS, Okta, Atlassian, and BigFix) and maintains appropriate configurations and access policies.
• Direct experience administering IAM related SaaS applications.
• Review and lead the gathering of business, functional and technical requirements for establishing an Okta Identity platform.
• Review updates and new features of Okta and make recommendations for implementation to the environment.
• Defines and enforces business process strategy, entitlement and access management
• Manages app integration requests including SSO and User Lifecycle Management
• Manages IDM environment including all related processes, Access Groups, Service accounts, Sandbox access, API configuration.
• Proactively identify & resolve IAM lifecycle management related issues
• Work with stakeholders and other team members to clarify business requirements, remove roadblocks and gain alignment while adhering to internal governance processes while.
• Works with business partners to gather information and requirements.
• Defines Scope, and works to identify potential issues / limitations capabilities, recommends solutions and drives work to completion
• Maintains and reviews existing processes.
• Works to continuously update and improve end to end processes.
• Maintains and reviews IAM documentation ensuring all documentation is kept up to date with current Zendesk IAM policies and procedures.
• Translates requests from Business partners into Jira Stories and Epics

Identity Access Management Engineer

Solutions Engineer

• Act as the key technical expert during the pre-sales process.
• Work closely with the Contact Center Platform Architecture team and potential customers to design and scope customized solutions.
• Provide expert technical support to the sales team by analyzing customer requirements.
• Create detailed professional services estimates and proposals.
• Articulate complex technical concepts clearly to diverse audiences.
• Maintain deep technical expertise across Zendesk for Contact Center product suite.
• Partner closely with the Professional Services team for seamless transition from sales cycle to project delivery.

Solutions Architect – Pre Sales, Amazon Connect

Consultant

• Lead the end-to-end technical delivery for our customers
• Take ownership of the implementation process
• Ensure solutions are technically sound and aligned with customer business goals
• Serve as a subject matter expert on Zendesk for Contact Center
• Provide expert recommendations and identify workarounds
• Handle high-profile customers
• Lead design and configuration workshops with customers
• Produce detailed Technical Design Documents (TDDs)
• Collaborate on Implementation with cross-functional teams
• Conduct technical training, handovers, and knowledge transfer sessions
• Maintain strong communication with Engagement Managers

Senior Services Consultant – Amazon Connect

Support Engineer

• Deliver technical support and guidance to Zendesk Premier customers
• Take ownership of customer issues through resolution
• Provide guidance on product and developer questions relating to APIs, Frameworks, and SDKs
• Step in during service incidents to coordinate communications

Premier Support Engineer

Operations

• Own one or more enterprise-wide strategic transformation initiatives, partnering with senior leadership, private equity stakeholders, and third-party consultants to translate high-level corporate strategies into actionable, execution-ready programs.
• Lead the design, planning, and governance of initiatives focused on operational excellence, AI-driven process adoption, organizational design, and business process re-engineering.
• Bring structure and clarity to ambiguous visions, shaping initiative goals, workstreams, and timelines.
• Lead cross-functional teams to deliver against milestones with measurable business outcomes.
• Drive process optimization and automation efforts leveraging AI, RPA, and other emerging technologies to improve operational efficiency, quality, and customer experience.
• Report on initiative success and identify improvement opportunities.
• Define and execute comprehensive change management strategies that drive adoption of new processes and technologies with minimal disruption.
• Build, mentor, and influence a high-performing program team, including more junior Business Transformation members and cross-functional partners.

Director, Enterprise Transformation – Operational Excellence

• Own the end-to-end configuration for Workday Recruiting
• Act as a technical escalation point for junior analysts
• Lead the technical roadmap and guide best practice configuration for supported modules
• Troubleshoot complex issues involving Calculated Fields, Business Processes, and Security Groups
• Partner with business stakeholders to translate "people strategy" into technical reality

HRIS Consultant, Workday

• Partner with Product, Engineering, and Design leaders to improve end-to-end product delivery operations, including planning, execution, and delivery tracking.
• Support roadmap and portfolio execution by establishing clear operating mechanisms for prioritization, sequencing, dependency management, and progress visibility.
• Drive quarterly and annual planning processes, improving how teams translate strategy into achievable plans, milestones, and measurable outcomes.
• Improve ways of working across teams by reinforcing effective Scrum practices (e.g., sprint planning, backlog health, retrospectives, iteration goals) while adapting approach to team maturity and context.
• Identify operational friction and implement AI-first process improvements that reduce ambiguity, shorten feedback loops, and increase delivery predictability.
• Define and socialize a lightweight set of delivery health metrics and reporting mechanisms that support decision-making without creating overhead.
• Use Jira to support consistent execution (e.g., clean intake, clear work definitions, reporting views), and partner with tooling owners/admins as needed to improve configurations and usage patterns.
• Facilitate alignment across cross-functional stakeholders, ensuring teams have shared understanding of scope, timelines, risks, and dependencies.
• Create documentation, templates, and playbooks that enable consistency and scale across the Product Development organization.

Senior Operations Manager

Program Manager

• Lead company-wide programs with broad impact, liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data & Analytics, Legal, Finance and Go-to-Market.
• Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies, broker commitments from other teams, and resolve multi-functional landmarks.
• Coordinate data, platform, and product workstreams and ensure teams deliver datasets and telemetry needed for reporting.
• Drive delivery of measurement and ROI frameworks for AI features (Copilot, AI Agents, Guide/GenSearch), including instrumentation, experiment design support, and customer-facing ROI dashboards.
• Manage risks, dependencies, and escalations across teams; keep senior leadership informed with concise executive updates.
• Establish and improve program processes (RACI, dependency maps, risk registers, data ops readiness), and iterate to increase predictability and delivery velocity.
• Deliver stakeholder-facing artifacts: executive steering notes, prioritized plans, adoption playbooks, and handoffs to GTM and Customer Success for scaled enablement.
• Mentor/coach other Program managers on analytics program best practices and data-driven outcome measurement.
• Own regular status reporting for your teams.

Senior Program Manager

Sales Operations Manager

• Own and drive the operating model for the AI Product Specialist sales motion; process, governance, cadence, and accountability
• Serve as the primary Sales Operations voice for AI sales leadership; shaping operational priorities and ensuring they align to quarterly and annual business goals
• Partner with AI sales leadership and AI product stakeholders to design and continuously improve workflows that support quota attainment, pipeline conversion, and AI product adoption
• Define success metrics and ensure operational priorities; process, tooling, reporting; are consistently delivered
• Architect scalable, standardised sales processes capable of absorbing organisational change; whether driven by growth, restructuring, or acquisition activity
• Lead process harmonisation programmes when AI specialist workflows diverge across teams or geographies, producing documented, version-controlled frameworks adopted across the organisation
• Act as the Sales Operations lead for M&A activity impacting the AI specialist segment, owning the integration workstream from Day 1 planning through to steady-state
• Drive CRM migration, territory and quota rationalisation, compensation alignment, data deduplication, and process unification for acquired sales organisations
• Ensure newly combined sales teams operate from unified frameworks, tooling, and governance without disruption to in-flight pipeline or performance
• Establish and enforce data quality standards across Salesforce and connected systems; ensure consistent definitions, taxonomy, and reporting logic
• Own pipeline integrity mechanisms; stage definitions, required fields, hygiene routines, audit checks; to improve specialist performance reporting and forecast accuracy
• Build and maintain automation pipelines to streamline data synchronisation, reporting, sales notifications, and governance checks; reducing manual workload and errors during periods of operational change
• Own forecasting cadence and rigour for the AI specialist motion; ensuring consistent methodology, regular inspection, and leadership-ready outputs
• Serve as the primary operational partner connecting AI Product Specialists with RevOps, GTM Ops, Product, Engineering, Data teams, and Finance
• Monitor and improve compliance via enablement, audits, and system guardrails; especially during transitions or integrations.

Sales Operations Lead

Account Executive

• Drive top-line revenue growth by acquiring new commercial customers and developing innovative, AI-driven strategies for account expansion.
• Leverage advanced data insights, AI-powered customer intent analysis, and adoption history to strategically prospect new clients, optimize retention, and identify cross-sell and upsell opportunities maximizing account revenue and profitability.
• Manage and nurture customer relationships, using digital engagement and automation tools to ensure maximum satisfaction, retention, and the development of long-term strategic partnerships.
• Proactively lead complex sales cycles by integrating AI insights and customer data, crafting tailored, outcome-oriented solutions that address both current and emerging customer needs.
• Consistently build and manage a robust pipeline using predictive analytics and automation, maintaining accurate forecasts and exceeding quarterly and annual revenue goals with disciplined execution.
• Understand and articulate the value and business impact of Zendesk solutions—including AI product offerings—ensuring alignment with customer objectives to secure satisfaction, retention, and product expansion.
• Develop and present compelling, data-backed ROI and value cases that influence procurement decisions, and rigorously track and communicate realized customer impact to foster long-term partnerships and drive upsell opportunities.
• Establish and maintain executive sponsorship by leveraging deep industry expertise and AI-driven customer insights to build trusted relationships with decision-makers and key champions.
• Collaborate closely with Solutions Engineers, AI Specialists, and internal teams to guide cross-functional co-design of innovative solutions, streamline sales execution, and advance Zendesk’s AI initiatives and go-to-market strategy.
• Hold detailed technical conversations about AI product architecture and integrations, championing best-in-class digital solutions and thought leadership within the organization.
• Continuously anticipate AI market trends and competitor moves, leveraging these insights to inform deal strategies, shape the customer roadmap, and contribute to Zendesk’s product direction.
• Be relentlessly curious—actively seeking out new AI-driven sales strategies and keeping the customer voice at the center of your approach.
• Consistently use AI tools to automate workflows, predict customer needs, personalize outreach, and set the benchmark for AI-powered sales excellence.
• Maintain outstanding organizational skills to manage a high volume of sales opportunities simultaneously, ensuring no potential is overlooked.
• Lead and coordinate cross-functional and extended Zendesk teams to deliver complex solutions and exceed account growth targets.
• Continuously monitor competitor activities and market trends to proactively adapt GTM strategy and maintain competitive advantage.
• Willingness and availability to travel regionally and nationally as business needs dictate.