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Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

The GenBot group is revolutionizing the generative chatbot and AI assistance landscape with AI Agent Essential, a cutting-edge AI Agent system that’s pushing the boundaries of conversational AI. AI Agent Essential is not your typical chatbot; it is a dynamic, conversational system capable of reasoning and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, AI AgentsEssential delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and off-script inquiries with ease.

We are delighted to be hiring a Software Engineer for the AI Agent product at Zendesk. You will own a designated product area and revolutionize how our customers experience our products. This is an exciting opportunity to bridge the gap between cutting-edge ML powered features and real-world impact. You will be working with innovative ML applications, and collaborate with a talented cross-functional team.

• Developing and maintaining backend services to support the delivery of AI-powered capabilities to our customers at Zendesk scale.

• Working closely with Product, Management, DS and ML Engineers to define the scope of features and implementation approach.

• Automating the deployment pipelines for crucial AI-powered services and products.

• Actively collaborating in evolving the workflow and processes together with the members of the team.

• Supporting our deployed services to ensure a high level of stability and reliability.

• Pairing with more experienced colleagues and learning from each other.

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics.

• 4+ years working experience with at least one of the following server-side programming languages and the matching testing frameworks: NodeJS, Python.

• 4+ years working with web application observability and storage stacks: DataDog, Grafana, MySQL, MongoDB, Redis, ElasticSearch.

• 2+ years of experience with MySQL or MongoDB database systems.

• Proven record of software application development in the industry.

• Good understanding of architecture and software design patterns for server-side and web domains.

• Great communication skill and fluency in English.

• Collaborative and growth mindset along with the desire to continue your ongoing learning and development.

• Basic experience managing and deploying cloud services in AWS.

• Experience implementing systems that serve content at web scale with high availability guarantees.

• Experience working on high throughput messaging systems like Kafka.

• Experience with graph databases, e.g. Neo4J, Amazon Neptune etc.

• Web pipeline: NodeJS, Python

• ML pipeline: Metaflow, AWS SageMaker, AWS Batch

• ML models: PyTorch, TensorFlow, MLFlow

• Storage: RDS MySQL, Redis, S3, ElasticSearch, Aurora

• Streams and queues: Kafka

• Service deployment: ArgoCD, Kubernetes, Spinnaker

• Logging and monitoring: Datadog, Sentry

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, & 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. 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, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.