Zendesk

• Lead the design of shared platform services for agentic workflows • Define and evolve APIs, SDKs, and internal tooling for platform adoption • Design platform-level infrastructure for handling memory and context • Build and improve observability, tracing, and evaluation systems • Help design guardrails, validation layers, and policy enforcement mechanisms

Title : Senior Full Stack Engineer, Solve Voice Location: Austin United States Job Description: Job Description Senior Full Stack Engineer, Solve Voice Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection. We're seeking a Senior Full Stack Engineer to build the real-time voice AI product that makes live conversations feel natural and reliable. Your work will reduce latency, improve conversation flow, and make voice interactions an effective channel for AI-driven support. What you'll be doing - Design and implement backend services powering real-time voice conversations, focusing on latency, reliability, and observability. - Build integrations for telephony, WebRTC, real-time audio processing, and external AI/speech services. - Ship end-to-end product features across backend systems and user-facing web experiences when required. - Improve platform reliability and performance: monitoring, tracing, autoscaling, and failure recovery. - Address real-time interaction challenges such as turn-taking, interruptions, responsiveness, and graceful handoff to humans. - Partner with product and design to deliver voice experiences that feel polished and human. What you bring to the role - Solid backend fundamentals with experience designing APIs, async systems, and scalable integrations. - Hands-on experience with real-time systems (WebRTC, WebSockets) or telephony protocols. - Product-driven engineering mindset - you ship user-facing features and care about UX quality. - Ability to debug and optimize latency and reliability issues in production systems. - Enjoys cross-functional collaboration with product, design, and ML/speech teams. Basic qualifications - 3+ years building production software, with significant backend engineering experience. - Experience with real-time or event-driven systems (WebRTC, SIP, streaming APIs). - Proficiency in Python or equivalent backend languages and async architectures. Preferred qualifications - Experience with telephony stacks, SIP, media servers, or speech/ASR/TTS integrations. - Familiarity with LLMs, speech models, or conversational AI production infrastructure. - Experience on fullstack teams shipping both backend and frontend user experiences. - Expertise in diagnosing performance and reliability issues under real-time constraints. The US annualized base salary range for this position is $145,000.00-$217,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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.

• Pushing the architecture further • Helping with domain-specialized agent models • Hardening evaluation • Building multi-layered defenses with supervisor patterns

• Own product strategy and roadmap for AI agent testing — simulation, quality scoring, experimentation, regression detection, and conversation tracing • Ship testing as an integrated experience embedded in the builder and deployment flow • Define how simulation works end-to-end: scenario generation from real conversation patterns, automated pass/fail evaluation, and results that point admins to exactly what broke and where • Build the experimentation layer — A/B testing of agent behavior, staged rollouts with statistical rigor, safe iteration on tone and resolution strategies • Design a pre-publish readiness gate that gives admins a quantified view of risk before every deployment — specific issues, coverage gaps, comparison to current production behavior • Partner with ML, QA, and platform teams on scoring methodology, simulation infrastructure, and tracing architecture • Make all of this usable by non-technical admins — CX managers, bot builders, operations leads who need answers without writing code or filing engineering tickets

• Lead the annual planning process and serve as the program manager for strategic projects. • Design and optimize frameworks supporting offering development and PS operational standards. • Consolidate multi-source data sets into actionable dashboards for decision-making. • Acquire data from primary/secondary sources and design databases to ensure integrity. • Process, cleanse, and verify data to eliminate errors. • Create reports and dashboards to communicate findings effectively. • Identify inefficiencies and recommend data-driven solutions.

• 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

• 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.

• Be the bridge between ZAP and Zendesk's customer-facing analytics application team • Drive joint architectural alignment on the data assets that power customer-facing reporting • Set the design patterns for ingestion, modelling, transformation, governance, and consumption • Stay hands-on. Build and review the highest-leverage pipelines and curated datasets yourself • Lead ZAP's transition into an AI-first operating model • Establish engineering best practice for ZAP and influence beyond it • Mentor staff and senior engineers across data engineering and data science

• 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

• Drive top-line revenue growth by acquiring new commercial customers and developing innovative strategies for account expansion. • Take ownership of net new logo acquisition as the primary driver of success in this role, proactively sourcing and building your own pipeline of opportunities. • Manage and nurture customer relationships ensuring maximum satisfaction and retention, and promoting long-term strategic partnerships. • Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability. • Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients. • Understand and convey the benefits of Zendesk products ensuring alignment with customers’ business objectives to secure customer satisfaction and product expansion. • Lead complex and competitive sales cycles utilizing your strong communication skills and value selling to articulate compelling business cases. • Consistently develop a robust pipeline of qualified opportunities and maintain an accurate forecast to exceed quarterly and annual revenue goals. • Establish and maintain executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions. • Collaborate with internal teams to enhance sales strategies and streamline sales execution. • Exceed revenue goals on a quarterly and annual basis leveraging weekly and monthly KPIs.