Jobs at Zendesk

Configure and optimize Zendesk solutions for managed-services customers. Responsibilities include analyzing current configurations, recommending improvements, designing and testing production updates, managing customer backlogs, providing technical consultation and education, collaborating globally, and driving operational initiatives. The role requires customer-facing consulting experience, technical troubleshooting, strong communication, attention to detail, and flexibility to work shifts in a hybrid office environment.

Manage Professional Services project demand, project setup, resource assignments, capacity planning, utilization, and staffing forecasts. Partner with sales, delivery, and project leaders to balance skills, availability, customer needs, and business priorities. Improve workflows through AI, automation, integrations, and process experimentation using tools such as Certinia, Salesforce, Snowflake, and generative AI platforms. Maintain accurate project and resource data while resolving conflicts and supporting scalable operational improvements.

Monitors, investigates, and responds to cybersecurity incidents across enterprise infrastructure, products, and customer environments. Conducts threat hunting, DLP and forensic investigations, tabletop exercises, and incident response activities. Builds security automation and AI-assisted workflows, improves monitoring and detection, collaborates with threat intelligence and engineering teams, and provides APAC on-call coverage through rotational shifts.

Leads customer data migration projects for Zendesk, translating business requirements into data transformations, mappings, imports, exports, and platform configurations. Consults with customers on migration methodologies and best practices, collaborates with data engineers and developers, manages scope and resources, and ensures projects are delivered on time and within budget. The role also documents migration processes and serves as a Zendesk Platform Data Services specialist.

Lead frontend architecture and strategy for Zendesk’s Admin Experience. Drive enterprise-scale UI initiatives, reusable components, cross-team technical programs, CI/CD pipelines, testing infrastructure, performance, accessibility, reliability, and developer productivity. Partner with Product and Design, remain hands-on with coding, manage technical tradeoffs, mentor engineers, and guide globally distributed teams toward scalable, AI-first customer administration experiences.

Manage strategic enterprise customer relationships and help clients maximize value from Zendesk solutions. Document technical ecosystems, develop customer roadmaps, conduct operational and business reviews, coordinate internal resources, resolve critical issues, and advocate for customer needs. Translate business objectives into technical solutions, drive measurable ROI, and align stakeholders across complex SaaS implementations, integrations, workflows, and architectures.

Owns and optimizes shared demo environments for contact center and customer experience solutions. Designs reusable demonstrations and integrations using Zendesk, Amazon Connect, and AWS; supports custom presales demos and proof-of-concepts; manages releases, governance, security, reliability, cost, and automation; and creates technical documentation. Collaborates with internal teams, customers, vendors, and partners while independently prioritizing work and incorporating AI, analytics, and emerging platform capabilities.

Lead strategy, vision, roadmap, and execution for Zendesk’s AI-augmented notifications and agent accountability products. Gather customer feedback, define scalable solutions, collaborate with engineering, design, marketing, sales, customer success, data science, and other teams, and own KPIs for adoption, productivity, customer satisfaction, and business impact. The role requires strong SaaS product development, AI/ML expertise, technical acumen, customer focus, and cross-functional leadership.

Serve as a technical advisor to enterprise Zendesk customers, documenting their environments, developing technical roadmaps, leading operational reviews, coordinating internal resources, resolving critical issues, and advocating for customer needs. The role requires extensive technical and enterprise experience, strong communication, SaaS and API knowledge, and the ability to translate business objectives into measurable technical outcomes.

Leads technical onboarding, enablement, and co-selling support for contact center partners. Designs scalable Zendesk, Amazon Connect, and AWS architectures; provides technical strategy, mentorship, solution guidance, demonstrations, proofs of concept, and implementation support. Develops partner training materials, ensures security and governance compliance, and promotes AI, machine learning, automation, and omnichannel contact center innovations. Collaborates with sales, engineering, vendors, and internal teams to drive partner success and accelerate solution deployment.

As a Staff Data Platform Engineer, you will lead the design and development of data infrastructure, manage CI/CD processes, and implement observability for data pipelines.

The Senior Product Manager will drive product strategy and development, collaborating with cross-functional teams to enhance customer experience, focusing on AI and SaaS solutions.

Lead architecture and delivery of enterprise-scale full‑stack features, own end-to-end implementation, mentor engineers, collaborate with product and design, triage production issues, and improve system reliability, performance, and observability.

The Senior Solutions Consultant acts as a technical liaison in sales, focusing on AI solutions and managing customer engagements and demonstrations.