Senior Fullstack Engineer for AI Conversational Engine

Zendesk, Inc.; Austin (TX); Hybrid; USD 145,000 - 217,000; Full time

Job summary

Zendesk, Inc. is hiring a Senior Fullstack Engineer to help build Solve, an AI-powered conversation engine that resolves customer issues across channels. You’ll deliver end-to-end features spanning LLM integrations, RAG retrieval, workflow orchestration, and polished front-end experiences for automated support.

You’ll work on a hybrid model with collaboration across teams, focusing on scalable multi-tenant SaaS and real-time streaming systems to improve customer service outcomes.

Qualifications

• 3+ years professional fullstack engineering with production ownership.
• Proficiency with Python backend frameworks (FastAPI recommended) and React/TypeScript frontend.
• Experience with search, caching, and message/event streaming technologies.

Responsibilities

• Extend the multi-turn conversation engine: manage intent routing, context preservation, streaming responses, and human handoff across channel integrations.
• Build and optimize the RAG pipeline: embeddings, semantic retrieval, hybrid ranking, and evidence-based answer construction to reduce hallucinations.
• Architect and implement the visual workflow/prompt builder experience (React) for designing branching conversational flows and tool integrations.
• Integrate with LLM providers through a unified abstraction layer and build specialized prompt strategies for tasks like clarification and validation.
• Create data visualization and analytics surfaces to help customers monitor intent performance and AI impact.
• Maintain high quality via testing, observability, and performance improvements across frontend and backend.

Skills

Python FastAPI

React TypeScript

Search

Caching

Streaming

LLM integration

Production ownership

Job description

Zendesk, Inc. is hiring a Senior Fullstack Engineer to help build Solve, an AI-powered conversation engine that resolves customer issues across channels. You’ll deliver end-to-end features spanning LLM integrations, RAG retrieval, workflow orchestration, and polished front-end experiences for automated support.

You’ll work on a hybrid model with collaboration across teams, focusing on scalable multi-tenant SaaS and real-time streaming systems to improve customer service outcomes.