Job Description

At Zendesk, we truly believe that to build a great product you have to have great people. We enjoy working with other learning focused people who care about both the customer and the code they write. We value collaboration and test driven development and release frequently. We like and use agile processes and believe that pragmatism always triumphs over dogmatism. We all are responsible for our product and enjoy the impact we have improving it.

The Contact Center team is looking for a hardworking software engineer to help take Zendesk products to the next level in terms of functionality and integrations. You’ll be joining a team that works on our Voice products. Voice is a complex real-time application that needs to be robust, scalable and maintainable. You’ll have the passion, patience and determination to deliver high quality software to meet our customers needs. Does this sound like you?

What you’ll do

• Provide technical vision and mentorship to the team, leading important projects from architecture through to smooth production operation.

• Design and implement scalable, robust solutions for real-time Voice features and integrations.

• Guide adoption of best engineering practices including prototyping, code/design review, CI/CD, and monitoring.

• Dive into challenging production issues, set the standard for systematic problem-solving and root cause analysis.

• Collaborate across teams, influencing technical direction for related systems, and acting as a trusted resource for less-experienced engineers.

• Help define and uphold technical standards, supporting the growth and continuous improvement of the team.

• Mentor other engineers, sharing technical expertise and promoting a culture of learning and accountability.

What you bring

• Substantial experience developing distributed systems, with deep expertise in Ruby/Rails (or Golang) and JavaScript (React), and familiarity with event-driven architectures (Kafka, Redis).

• Proven leadership in mentoring, architecture, and delivery of large, complex projects.

• AWS experience.

• Exceptional communication skills—able to articulate vision, advocate for best practices, and foster cross-team collaboration.

• Flexible and pragmatic: Equally effective at architectural strategy, hands-on coding, debugging, and process improvement.

• Passion for customer impact and helping teams take accountability for the product.

Tech Stack & Tools

We code primarily in Ruby/Rails for the backend, primarily React JS (Redux). We use MySQL, Redis and Kafka for event processing. 

The backbone of Zendesk Contact Center is built on AWS and Amazon Connect.

Our infrastructure is run on Kubernetes and our delivery pipeline is heavily reliant on Github & Github Actions, once deployed we monitor using Datadog.

We communicate over Slack and use Zoom for meetings etc. Google Docs, JIRA, Confluence are our most used collaboration tools.

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, & 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.