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The Services Consultant will lead end-to-end technical delivery for customers, owning the implementation from requirements gathering to go-live and ensuring solutions align with customer goals. Responsibilities include acting as the Zendesk Contact Center SME, leading design and configuration workshops, producing Technical Design Documents, configuring AWS-based services (Amazon Connect, CloudFormation, Lex, DynamoDB, Kinesis, IAM, S3, etc.), collaborating with cross-functional teams, and conducting client training and handovers. Qualifications require 3+ years of customer-facing experience (technical support or consulting), mandatory Amazon Connect experience, 3+ years building and deploying cloud solutions, automation experience, strong programming skills with AWS Lambda and Python, and a passion for contact center solutions. The role is hybrid and requires in-person attendance at a local office part of the week, with candidates limited to those physically located in Karnataka or Maharashtra as per the requisition. Zendesk emphasizes diversity and inclusion, equal opportunity, and accommodations for disabilities, and may use AI screening in evaluating applications, alongside a culture that supports work-life balance and social impact.

The Technical Account Manager role at Zendesk acts as an extension of major customer teams, combining technical expertise with business insight to maximize value from Zendesk by understanding client strategy, advising on implementation approaches, and designing technical solutions, while partnering with clients and internal teams rather than performing implementations themselves. Core responsibilities include building relationships across organizational levels, documenting CX/EX ecosystems and architectures, creating tailored Customer Technical Roadmaps, conducting regular reviews, coordinating Zendesk resources for implementations, resolving critical issues, advocating for customer needs with product teams, and collaborating with TAM peers for continuous improvement. Required qualifications include deep knowledge of Zendesk products and environments, 10+ years of technical experience (at least 5 in enterprise settings), a proven track record leading technical initiatives, service management and customer/employee experience expertise, strong customer-facing leadership, excellent cross-level communication, SaaS, API, and workflow understanding, and expertise in at least one industry vertical. The role demands strategic vision to identify unrecognized opportunities, the ability to translate business objectives into technical roadmaps, skills to deliver measurable ROI, forward-thinking adaptability to technology shifts, and leadership to align multiple stakeholders with competing priorities, along with continuous learning. Zendesk offers a hybrid, inclusive workplace with location eligibility limited to Karnataka or Maharashtra, equal opportunity and accommodations, AI screening disclosures, and a commitment to diversity and inclusion, inviting candidates to build a long-term career while making a meaningful impact on client outcomes.

Zendesk is seeking an experienced product manager to lead AI-augmented product experiences, including the notifications platform for agents and admins, with a focus on KPI-driven customer service outcomes. The role requires defining strategy and roadmaps, working cross-functionally with engineering, design, data science, marketing, and other teams, and gathering insights from 130k+ customers to design scalable solutions. Key responsibilities include delivering inspiring product leadership, shaping 0-1 features, owning KPIs, and fostering a culture of product excellence and customer-centricity. Qualifications include a bachelor’s degree in CS (or related field), 5+ years in B2B SaaS product management with AI experience, strong technical and leadership skills, and excellent communication and analytical abilities. The position is hybrid and based in Karnataka or Maharashtra, India, with equal opportunity hiring and accommodations for disabilities; AI-driven screening may be used, and candidates must be physically located to work from the specified Indian states.

Zendesk is seeking a Staff Machine Learning Engineer in Pune to shape the architecture and strategy of Zendesk’s GenAI platform, driving AI-powered customer experiences. You’ll lead cross-functional efforts to standardize evaluation, access, observability, and orchestration for LLMs across products, ensuring AI is safe, performant, and trustworthy for millions of users. Responsibilities include delivering platform-level solutions (LLM Proxy, model registry integrations, vendor abstraction, cost/usage attribution), scaling evaluation frameworks, and defining company-wide safety and evaluation standards with automated checks. The role requires 8+ years in distributed systems and ML infrastructure, strong design for ML workloads, proficiency with Python/Kubernetes/cloud, and a proven track record of mentoring engineers and steering cross-team roadmaps. It’s a hybrid, on-site role based in Pune, Maharashtra (candidates must be located in Maharashtra or Karnataka), with Zendesk’s commitment to diversity and equal opportunity, including accommodations for applicants.

The role is a highly experienced Cloud Solution Architect specializing in AWS to design scalable, secure, and compliant cloud architectures, with emphasis on data engineering, identity and access management, serverless, API-driven data platforms, and cloud-based contact center solutions. Responsibilities include designing and leading secure, highly available AWS architectures; implementing IAM/federation and CIAM; building event-driven serverless apps with Lambda, API Gateway, EventBridge, and SQS; planning data engineering platforms using RDS, DynamoDB, S3, Glue, and Athena; integrating Amazon Connect with back-end systems; enforcing security, encryption, audit logging, and compliance; and defining Infrastructure as Code with Terraform and CloudFormation, plus building reusable modules and integrating IaC into CI/CD pipelines. The candidate should have 10+ years of cloud architecture experience with deep AWS expertise, relevant certifications (Solutions Architect mandatory), and hands-on experience with Cognito/IAM and federation protocols, serverless architectures, and data pipelines. Preferred qualifications include multi-cloud or hybrid cloud experience, familiarity with DevOps tooling, knowledge of customer experience or contact center platforms, and optional experience with AI/ML solutions on AWS (SageMaker, Comprehend, Lex) and Zendesk ecosystem. The position is based in Karnataka or Maharashtra, India, with Zendesk noting a hybrid work approach; the company emphasizes equal opportunity, diversity, and accommodations for applicants, including AI screening as part of the process.

Zendesk seeks a Software Engineering Manager in Pune to lead a newly formed Data Applications Engineering team under Enterprise Data & Analytics, building an internal AI-powered GTM Intelligence Platform used by 1500+ employees. The role is the founding engineering leader, overseeing 2-4 engineers, collaborating with Data Engineering, Product, ML, Sales, and CX teams to deliver on time with high code quality and scalable systems. You will guide the transition from Data Science prototypes to production-ready environments with clear API contracts, and foster a high-performance culture with emphasis on observability, best practices, and regular 1:1s for growth and well-being. Requirements include 10+ years of industry experience with 3+ years in technical leadership, a track record shipping full-stack production apps, strong backend skills (Python/Java, distributed systems, caching) with frontend review ability, and experience with OLTP databases and cloud data warehouses (MySQL, Snowflake, Redshift, BigQuery); nice-to-haves include data/analytics engineering background, Python backend focus, AI/LLM features, and familiarity with GTM tools. The role is hybrid with in-office days required, and Zendesk notes location restrictions to Karnataka or Maharashtra; the tech stack includes React 18 + TypeScript, Vite, Snowflake, Python/FastAPI, and an OpenAI Agent SDK-based AI stack, with Zendesk committed to diversity and inclusive hiring practices.

Zendesk is seeking a Senior Product Manager in Pune to design growth-focused product experiences that attract, onboard, activate, upsell, and expand customers, with AI helping to move faster and make the product the primary driver of growth. The role sits in a small, high-impact Pune PM team and requires working from the office at least 3 days a week; candidates must be physically located in Karnataka or Maharashtra. Key responsibilities include owning the growth roadmap tied to revenue and retention targets, delivering a best-in-class self-serve journey, building a Pune PM community, and using AI responsibly for onboarding, workflows, and recommendations. Required qualifications include 8+ years in B2B SaaS product management, experience with workflow or customer/employee experience products, a track record of measuring funnel metrics and running A/B tests, cross-functional influence across Sales, Marketing, Customer Success, and Engineering, and strong communication skills. This role is a core growth lever for the business, and Zendesk emphasizes hybrid work, diversity and inclusion, with guidelines about AI screening and accommodations for applicants with disabilities.

Zendesk is hiring a Staff Data Platform Engineer (DevOps-focused) for the Pune-based Enterprise Data & Analytics team to develop data infrastructure that powers analytics and AI/ML across Zendesk’s data platform. The role involves leading architecture and roadmap for end-to-end data platform (ingestion, transformation, storage, governance), establishing data contracts and tooling, evaluating new technologies, and delivering secure, highly available data services with robust observability and incident response. Basic qualifications include 10+ years in industry with 5+ years as a DevOps engineer, 4+ years building CI/CD pipelines (primarily GitHub Actions), 3+ years leading cross-team initiatives, experience with AWS, Terraform, Kubernetes/Docker, Python/Go/Java/Scala, SQL, and strong communication skills. Preferred qualifications include 3+ years building scalable data infrastructure with automation, experience with ETL orchestrators (Airflow), dbt, and familiarity with data governance and security practices. The role has location restrictions to Karnataka or Maharashtra with a hybrid onsite/remote schedule, and Zendesk emphasizes equal opportunity, DEI, AI screening policies, and accommodations.

Zendesk is hiring an Engineering Manager in Pune to lead the product engineering teams, with in-office work required at least 3 days a week and multiple EM roles across PLG and Platform. The role will manage 10–12 engineers, collaborating with leaders across Engineering, Product Management, Marketing, and Design to improve delivery, reliability, and system performance while guiding the team through technical challenges. It emphasizes engineering excellence, best practices in coding, testing, and observability, a high-performance culture, and regular 1:1s focused on performance, growth, and well-being. Qualifications include 12+ years in the industry with 3–4 years in technical leadership, mentoring ability, experience with React/Angular or similar stacks and languages like Java or Ruby, cloud platforms (AWS/Azure/GCP), cross-functional collaboration, Agile Scrum, and strong prioritization skills. Location guidance notes that candidates must be based in Karnataka or Maharashtra with a hybrid schedule, Zendesk supports diversity and inclusion and accommodations, and AI may be used in screening as part of the hiring process.

Zendesk is seeking a Staff Software Engineer in Pune, Maharashtra, to be the technical leader for the team, defining the architecture, execution strategy, and long-term roadmap for a feature-rich system that helps admins onboard, adopt, and manage Zendesk products while enabling internal teams to integrate solutions efficiently. Day to day, you will contribute to Zendesk’s core support code used by millions, break complex features into granular pieces, own features end‑to‑end, collaborate with Tech Leaders on complete solutions, drive technical discussions across the global engineering org, prioritize work with tech debt in mind, participate in pairing and code reviews, and triage customer issues while providing production support and improving observability, performance, reliability, and security. Requirements include 9+ years of full-stack, enterprise-scale SaaS experience; proficiency in languages such as Java, Ruby on Rails, Go, Scala, TypeScript, or Node.js; strong JavaScript/TypeScript experience with React and Redux; solid MySQL experience; a track record of delivering large-scale, resilient web systems; excellent communication and ability to coach others and influence across teams. The tech stack features one of the largest Ruby on Rails codebases, MySQL/Redis data stores, occasional Go/Java services, and inter-service communication via gRPC, REST, Kafka, and GraphQL, all deployed on Kubernetes with Docker and Spinnaker on AWS and monitored with Datadog. The role follows a hybrid work model with in-office presence part of the week (schedule determined by the hiring manager), requires candidates to be located in Maharashtra or Karnataka as per the requisition, and Zendesk commits to fair hiring with AI screening and accommodations available on request.