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This Melbourne-based Senior Principal Product Manager, AI Platform role requires you to work from the office at least two days a week. You will own the end-to-end product strategy and roadmap for Zendesk’s internal AI Platform, covering the layered stack from foundational infrastructure to developer tooling (ADK/SDK), platform capabilities, evaluation and observability, and related infrastructure. You’ll drive platform adoption across vertical AI teams, lead the development of the Agent-to-Agent layer and agent registry, and coordinate internal and external research to shape the short- and long-term AI roadmap. The ideal candidate has 5+ years of product development experience (with substantial experience in developer platforms, AI/ML infrastructure, or internal tooling at scale), a technical background, and 10+ years of product management experience, with a proven ability to drive adoption and balance innovation with reliability and cost. Zendesk emphasizes a hybrid, inclusive workplace, AI-driven screening in the recruiting process, equal opportunity and accommodations for disabilities, and a commitment to diversity, equity, and inclusion.

After acquiring Forethought in March 2026, Zendesk is advancing the agentic service era by deploying enterprise-ready, self-improving AI agents to improve customer resolutions and deliver scalable business impact. The Platform Architect for Forethought AI will collaborate with Enterprise Account Executives and customers to orchestrate sophisticated, multi-step workflow automations and voice capabilities, with the autonomy to resolve complex integration challenges and influence the product roadmap. Key responsibilities include serving as the primary pre-sales technical leader, conducting deep-dive discovery and prototyping, delivering customized AI demonstrations, guiding Proof of Value trials, providing integration architecture guidance, offering strategic AI consultation, and translating validated scoping into Statements of Work for handoff to Post-Sales. Basic qualifications require 5–8 years in pre-sales engineering, technical consulting, or enterprise architecture within SaaS, plus hands-on experience with programming/web technologies and a solid understanding of modern web architectures and APIs, with AI/ML fluency and strong collaboration skills to communicate value to executives. Preferred qualifications include extensive experience designing cloud integrations (AWS), certifications or experience with enterprise sales frameworks (like MEDDPICC), and domain expertise in CX operations; Zendesk emphasizes hybrid work, diversity and inclusion, equal opportunity, and accommodations, with AI screening and accessibility commitments.