The Ampin App
deep insights into the Atlassian community

Zendesk is hiring a Senior Software Engineer for its Engineering & Integration Shared Services team to build and integrate data across Zendesk products and third-party SaaS platforms, improving both employee and customer experiences. Responsibilities include designing, developing, documenting, testing, and deploying standardized integration solutions; participating in backlog refinement, sprint planning, and daily stand-ups; and exploring AI/ML to drive automation and innovative workflows across the organization. The role requires 5+ years in backend or integration engineering, strong Java (required) with experience in RESTful APIs, middleware, and event-driven microservices, plus cloud experience (AWS serverless or Azure/GCP) and expertise in SaaS integration. Additional qualifications include unit/integration/UAT testing, code reviews, DevOps collaboration, Agile (Jira/Confluence), and documentation of APIs and data schemas, with a BA/BS in Computer Science or related field (or equivalent) and English fluency. The position must be based in Mexico City or Estado de Mexico; Zendesk emphasizes hybrid work, equal opportunity and inclusion, and notes AI screening and accommodations for applicants.

The Senior Engagement Manager at Zendesk drives the success of complex, high-value client projects by combining leadership, strategic thinking, and advanced project management, while mentoring junior team members and improving delivery methodologies. It includes leading client engagements as the primary contact (including C-suite), directing complex projects from inception to completion within budgets and quality targets, refining methodologies, managing risks, and providing strategic project oversight. The role also involves mentoring junior teammates, supporting business development and proposal work, staying current with industry trends, and collaborating across sales, marketing, product, and other departments. Qualifications require 5+ years in client-facing consultancy roles with significant leadership, fluency in Spanish and English (Portuguese preferred), strong strategic and analytical skills, excellent communication, proficiency with project management software and CRM tools, a bachelor’s degree (master’s preferred), experience with various contract types, up to 25% travel, and location in Mexico City or Estado de Mexico with a hybrid onsite expectation. Zendesk promotes a flexible, inclusive culture with hybrid work options, social impact initiatives, and a commitment to diversity and equal opportunity; AI may be used to screen applicants, and accommodations are available for applicants with disabilities.

Zendesk is seeking a dynamic Senior Principal, Business Transformation to lead high-priority, cross-functional strategic initiatives that translate corporate strategy into executable programs, partnering with senior leaders and external stakeholders as needed. The role encompasses end-to-end planning and execution, governance, business case development, organizational design and change management, and driving sustained business outcomes, including large-scale AI-first transformation efforts. Responsibilities include turning ambiguous visions into concrete initiatives, guiding cross-functional teams, delivering data-backed recommendations to executives, building senior relationships, and developing systems to track initiative success and communicate progress. Candidates should have 10-14 years of relevant experience, a proven record of delivering complex programs (ideally including AI-driven transformation), strong communication and executive presence, risk management skills, and certifications such as PMP, Prosci, or Lean Six Sigma are a plus, with English fluency and a Mexico City location requiring a hybrid schedule (2-3 days in office). Zendesk also notes AI may screen applicants, emphasizes a hybrid, inclusive culture, and offers accommodations for disabilities as part of being an equal opportunity employer.

The principal analyst leads advanced analytics and automation across Workforce Management (WFM) and Quality Assurance (QA) for Zendesk, solving unique and complex problems with data, models, experiments, and frameworks while setting direction with high autonomy. Their remit covers strategy and standards (roadmaps, playbooks, governance, experimentation), advanced WFM (forecasting, capacity/hiring, intraday, scheduling strategies), QA analytics (frameworks, calibration, integration of speech/text analytics), and insight, automation, and tooling (executive dashboards, data models, data quality, AI-assisted analytics) with cross-functional execution. They drive cross-functional programs and pilots end-to-end, act as a WFM/QA Center of Excellence voice, and manage risk, compliance, and change management, measuring success through forecast accuracy, SLA/ASA performance, QA calibration, customer outcomes, and ROI from improvements. Core competencies include strategic and systems thinking, analytical rigor, experimental design, stakeholder management, executive storytelling, change leadership, and ethical AI risk awareness, with preferred Six Sigma/Lean and project management experience. Qualifications require 8+ years in contact center operations with deep WFM/QA expertise, proficiency with WFM/QA platforms, strong data skills (Excel/BI/SQL; Python/R a plus), familiarity with CX metrics, and the role requires hybrid/remote work from Mexico City or Estado de Mexico with periodic travel, plus no direct people management or budgeting responsibility.

The Lead Business Process Analyst at Zendesk leads ongoing change and transformation to drive operational excellence in Zendesk Operations, with a focus on customer experience and AI-driven automation. Responsibilities include leading end-to-end process design, coordinating project management and change management, and driving cross-functional and AI initiatives to meet business needs. The role also serves as an AI subject matter expert, develops improvement tools and standardized AI prompts, and builds stakeholder partnerships while presenting progress to leadership. Required experience includes 5+ years in process mapping and workflow design, proficiency with Zendesk, strong project execution skills, and technical fluency with Google Suite and PM tools, plus AI literacy and change management certification preferred. The position is based in Mexico (CDMX or Estado de Mexico) with a hybrid work arrangement, and Zendesk emphasizes diversity, inclusion, and accommodations, including potential AI-based screening in the hiring process.

Zendesk’s Digital CX team is hiring a Learning Innovation Specialist to reimagine Zendesk Academy using AI-powered personalization, learner segmentation, gamification, cohort models, localization, and data-driven experimentation, with a focus on innovation and learner engagement rather than direct content creation. The role partners across Product, Marketing, Partners, Enablement, UX, Instructional Design, Customer Experience, and Community teams to ensure education innovations align with learner needs and business goals, maintaining cross-functional roadmaps. Key duties include cross-functional roadmap alignment, segmentation, AI-driven personalization, gamification strategy, cohort learning and community collaboration, experimental pilots, localization, continuous feedback, and standards compliance. Requirements include 4+ years in customer education or related B2B SaaS/enterprise tech roles, an innovation mindset, data fluency, proven cross-functional leadership, global/multilingual experience with localization sensibility, learner-centricity, excellent communication, and a builder mindset, with a hybrid work arrangement requiring in-office presence in Mexico City or Mexico State. Zendesk emphasizes an inclusive culture, equal opportunity employment, potential AI screening, and accommodations, and invites applicants from diverse backgrounds while providing information on EEO rights and accessibility.

Zendesk’s Digital CX team seeks a Senior Digital Learning Engagement Specialist to lead multi-channel content distribution and learner engagement strategies that drive product adoption, deepen user engagement, and accelerate retention by embedding contextual, just-in-time education across Zendesk’s platform and journeys. The role collaborates with Marketing, Product, Community, Enablement, Partners, Instructional Design, and Customer Experience teams to ensure education initiatives align with business priorities and customer lifecycles, connecting learners to the right content at the right time. Responsibilities include owning a multi-channel learning content distribution strategy, using SEO/AEO/GEO and analytics to optimize engagement, leading cross-functional campaigns, delivering contextual just-in-time learning within workflows, and continuously analyzing performance to improve impact, with a focus on enablement partnership, cross-functional alignment, and innovation in learner engagement including AI pilots. Required qualifications include 5+ years in customer education or related roles in B2B SaaS/tech, strong technical fluency in SEO/AEO/GEO, marketing automation, LMS integrations, a data-driven mindset, strategic thinking, customer obsession, excellent communication, adaptability, and a hybrid work arrangement; the role is located in Mexico City (CDMX) or Mexico State (Estado de Mexico) with in-office requirements. Zendesk emphasizes an inclusive culture, hybrid policy, and potential use of AI in screening, and provides information on equal opportunity, diversity and disability accommodations, along with contact options for accommodations if needed.

The Senior Technical Account Manager (Sr. TAM) at Zendesk serves as a strategic advisor and technical leader for the company’s most complex enterprise customers, using deep technical expertise and business acumen to design and implement sophisticated customer experience strategies with measurable business impact while mentoring the broader TAM team. Core responsibilities include acting as the technical strategist to create and execute customer roadmaps, architecting multi-brand CX ecosystems, leading executive reviews and ROI discussions, coordinating Zendesk resources across deployments, driving proactive issue mitigation, advocating for customer needs with product teams, mentoring junior TAMs, and identifying opportunities to scale solutions. Required qualifications include 12+ years of technical experience (8+ in enterprise), a track record of delivering measurable business outcomes through technical leadership, extensive SAAS service management experience, executive-level advisory credibility, strong cross-functional leadership, superior communication, and expertise in SaaS architectures and Zendesk concepts (plus). The role is based in Mexico City or Estado de Mexico with a hybrid work model requiring some in-office presence; Zendesk emphasizes a fulfilling, inclusive culture with flexibility, remote options, and community engagement, and notes that AI may be used in screening while ensuring equal opportunity. Success indicators include strategic adoption and expansion of Premier Enterprise offerings with measurable outcomes, recognition as a trusted advisor to clients, proactive architectural guidance preventing issues, influence on product strategy, mentorship impact, and scalable methodologies across the TAM organization.

Zendesk is seeking a Senior HRIS Analyst with hands-on Workday Talent & Performance expertise to lead the system’s evolution, troubleshoot complex issues, document the rationale, and mentor junior teammates. You’ll own end-to-end Talent & Performance configuration (Reviews, Calibration, Succession, Reporting, and integration with Advanced Compensation) while handling day-to-day tickets and supporting related modules. Required qualifications include 5+ years in HRIS with 3+ years in Workday configuration, 2+ years in Talent & Performance, expert skills in Reporting, Calculated Fields, and EIBs, plus UAT, regression testing, and strong documentation; you must be fluent in English and physically located in Mexico City or Estado de Mexico. The ideal candidate will have a solution-architect mindset, be a natural teacher, translate people strategies into technical solutions in an agile environment, and communicate effectively with non-technical stakeholders, with a curiosity-driven, ownership mindset. The role features a hybrid in-office/remote arrangement, requires in-person presence part of the week, and Zendesk commits to diversity, inclusion, AI screening, and accommodations for disabilities.

Zendesk is seeking a Senior Data Engineer for its Product Analytics team to design scalable data solutions that drive product adoption and customer retention. Key duties include collaborating to define requirements, building and maintaining ELT pipelines, transforming raw data for analytics, building SQL models with dbt and ETL tools, optimizing data delivery, and contributing to the team’s technical vision while standardizing product data modeling across the company. Required qualifications include a quantitative background, experience with data pipelines in big data environments, strong SQL, hands-on experience with dbt, Airflow, and Snowflake, familiarity with cloud data warehouses (BigQuery, Redshift, Snowflake), and skills in performance tuning and cost optimization, plus experience with Tableau or Looker and strong communication; B2B tech experience is a plus. The role is located in Mexico City or Estado de Mexico with a hybrid work arrangement requiring in-office presence part of the week, as determined by the hiring manager. Zendesk emphasizes equal opportunity, diversity and inclusion, may use AI screening, and offers accommodations for applicants with disabilities, promoting a fulfilling and inclusive global workplace.

Zendesk is hiring a Product Led Growth Sales Specialist based in Mexico (CDMX or Estado de Mexico) with a hybrid work model requiring in-office presence part of the week. The role is inbound-focused, handling inquiries via Zendesk chat and email, with calls when needed, and is designed as a stepping stone into sales, marketing, or product management. Responsibilities include responding to high-volume inbound leads and inquiries, articulating Zendesk's value, proactively following up to resolve inquiries, becoming a product expert, building engaging conversations, and collaborating with core sales to hand over complex opportunities while driving activity and revenue. Qualifications include excellent English writing, a desirable second language (French, German, Spanish, or Portuguese), sales experience or entry-level, passion for Zendesk tech, strong organization, ability to thrive in a fast-paced environment, and prior SDR/BDR or customer-facing experience is a plus. Zendesk is an equal opportunity employer that values diversity and inclusion, offers a hybrid work arrangement, and provides accommodations for applicants with disabilities, including location-specific notes and a contact for accommodation requests.

Zendesk’s Enterprise BI & Reporting team is seeking a proactive BI Lead (Senior Analyst) to support enterprise dashboards using Tableau, Looker, and Snowflake, requiring a blend of business and technical savvy, collaboration, and strong communication with internal partners. The role is a technical expert responsible for eliciting requirements, conducting data analysis, recommending BI solutions, building insightful visualizations, guiding stakeholders to translate data into actionable insights, and mentoring other BI Analysts to grow talent. Key responsibilities include refining requirements with internal customers, translating business needs into BI solutions, creating self-service learning materials, performing data profiling and analysis, transforming data into dashboards/reports, performing statistical analyses, and collaborating with data engineers on validation and testing, while developing platform operations and runbooks. Required qualifications include a Bachelor's in Information Systems or equivalent, 5+ years of BI experience at a senior level, strong SQL/Python and tools (Looker, Looker Studio, Tableau), data profiling/modeling knowledge, experience extracting data from data warehouses and APIs, and a track record leading large BI projects; travel less than 5%. Location and work arrangements: this role must be physically located in Mexico City or Estado de Mexico, with a hybrid model requiring in-office presence part of the week; Zendesk is an equal opportunity employer committed to diversity, with AI screening per policy and accommodations available for applicants with disabilities.

The Senior Analyst, Ops Integration at Zendesk will manage employee lifecycle administration with speed and accuracy, emphasizing customer (employee) service, problem-solving, and scalable solutions. Responsibilities include turning ad hoc processes into scalable capabilities, building playbooks, embedding new capabilities across the Service Excellence team, and serving as the escalation path for pre-hire, onboarding, job transition, and offboarding tasks. The role will coordinate IT, Procurement, and Legal for lifecycle administration, drive new technology or process implementations, and lead process and systems work streams for initiatives such as M&A activity, new country setup, and new tech deployments, while working cross-functionally to bridge gaps. Requirements include a bachelor’s degree in HR, Business Administration, or a related field; 4-6 years of HR operations experience; strong problem-solving, attention to detail, and communication skills; the ability to manage multiple projects; Workday experience is required, with Zendesk experience preferred, and proficiency in Excel/Google Sheets for data analysis and reporting. Location is in Mexico City or the State of Mexico with a hybrid schedule requiring some in-office presence; Zendesk promotes diversity, equity, and inclusion, may use AI in screening, is an equal opportunity employer, and provides accommodations for applicants with disabilities, with a contact for accommodation requests.

Zendesk is seeking an AI Success Strategist to own end-to-end delivery of customers’ AI roadmaps, translating product capabilities into clear business strategies and building executive partnerships to launch and scale AI initiatives. The role acts as the design authority for AI deployments, leading solution design reviews and coordinating with Product, Professional Services, and Engineering to resolve blockers and guide adoption from initial launch through expansion. You will define a long-term AI vision, align internal and external stakeholders, and drive structured discovery and success-planning engagements that yield measurable milestones early in the lifecycle, with success measured by adoption, satisfaction, and retention. Key objectives include accelerating time-to-value, owning multi-year AI roadmaps across Product, Services, Sales, and Partners to scale safe, sustainable AI programs, and delivering quantified commercial outcomes such as renewals and revenue retention. The role requires 5+ years in Customer Success/Experience with at least 1 year in AI, prior enterprise SaaS GTM or related roles, strong adoption analytics experience, a bachelor’s degree (advanced degrees or AI strategy/project management certifications preferred), and it is based in Mexico with a hybrid in-office schedule; Zendesk emphasizes diversity and provides accommodations as needed.

Zendesk is hiring a highly skilled Analyst to lead the Analysis area within its Business Intelligence team, balancing technical and soft skills at 50-50 and building the function's foundation, direction, and data governance from scratch. The role will lead projects, present to stakeholders, mentor peers, and step in as team leader when the manager is unavailable, while refining requirements with internal customers and translating business needs into BI solutions. It also includes developing user learning materials, conducting data profiling to choose the best data sources, transforming data into impactful dashboards and reports, performing moderate to complex statistical analyses, and collaborating with data engineers on validation and testing, while expanding expertise in the data ecosystem and emerging BI trends. Required: 6+ years in Analytics or BI; proficiency in SQL, data analysis, and dashboard building; strong business understanding and leadership; nice-to-have skills include Python, Looker, Tableau, and project management. The position requires being physically located in Mexico City or Estado de Mexico, with a hybrid work model and in-office schedule determined by the hiring manager, and Zendesk emphasizes equal opportunity, diversity and inclusion, AI-driven screening, and accommodations for disabilities.

Zendesk is hiring a Product Manager/Owner for its Employee Technology Platforms to lead the employee experience across enterprise collaboration tools such as Google Workspace, Slack, and Zoom, with a focus on delivering a world-class, hybrid-friendly ecosystem. The role involves defining roadmaps, coordinating cross-functional work with Internal Communications and stakeholders, leading agile ceremonies, performing user research, and driving adoption through analytics. Basic qualifications include 5+ years of employee-focused product management, 3+ years managing Zoom/AV or similar tools, and strong presentation, usability, and Agile skills. Preferred qualifications include comfort with enterprise collaboration software, the ability to work independently and in large project teams, critical thinking, autonomous leadership of projects, and a passion for process optimization. The position is based in Mexico (Mexico City CDMX or Estado de Mexico), with a hybrid schedule requiring some in-office presence, and Zendesk emphasizes its commitment to diversity, inclusion, and accommodations for disabilities.