Overview

As an Engineering Manager in our AI Agents organization, you will lead and grow a team of talented engineers at the forefront of shaping how clients design, onboard, and scale conversational experiences. Whether it is streamlining self-service onboarding, building intuitive tools like our Procedure Builder, creating seamless integrations into the Zendesk ecosystem, or advancing next-generation voice agents, your team will be driving the innovations that define the customer journey from presales to Go Live. Working in the fastest-growing and most strategic area of the company, you will have a unique opportunity to build high-impact products and frameworks that accelerate Time to Value, unlock automation at scale, and transform the way businesses interact with their customers

You will directly manage about 6-8 engineers from various skill sets (Frontend and Backend, AI Engineers, Researchers) and work closely with stakeholders across the department.

Responsibilities

• Lead a cross-functional team, guiding them towards achieving their full potential


• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continuously discover and evaluate new technologies


• Empower your team through coaching, mentorship, and skill development


• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom up culture in close collaboration with the other Engineering Managers


• Enable engineers to push for best practices inside their discipline aiming at greater productivity, cleaner code and product quality


• Collaborate with fellow Engineering Managers and Chapter Leads to keep our engineering group focused and effective


• Facilitate communication between Engineers, Product Managers and stakeholders within the RnD department and across the business, fostering understanding and alignment


• Accountability for delivery and product quality in your team

Qualifications

• Enthusiastic mentor with the ability to inspire teams, fostering professional development and empowering teams to reach their full potential


• Strong technical background and professional experience developing and maintaining complex architectures


• Proven track record of successfully managing and motivating engineering teams, driving them towards achieving ambitious goals


• Experience scaling teams and leading engineering teams through change


• Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes


• You excel in facilitating discussions and communicating with various stakeholders, ensuring clarity and alignment across teams and departments


• Experience working in collaborative teams, leveraging practices like pair programming and code reviews to promote knowledge sharing and enhance team performance


• Strong expertise in iterative development and balancing risks


• Commitment to Quality and a deep understanding of how to achieve and maintain it within complex architectures and software designs

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 global diversity, equity, and 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.

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.

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.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. 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, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.