Engineering Manager AI Agents

Overview

As an Engineering Manager in our AI Agents organization, you will lead and grow a team of talented engineers at the forefront of shaping how clients design, onboard, and scale conversational experiences. Your team will drive innovations that define the customer journey from presales to Go Live, including streamlining self-service onboarding, building intuitive tools like our Procedure Builder, creating seamless integrations into the Zendesk ecosystem, and advancing next-generation voice agents. You will have a unique opportunity to build high-impact products and frameworks that accelerate Time to Value, unlock automation at scale, and transform the way businesses interact with their customers.

You will directly manage about 6–8 engineers from various skill sets (Frontend and Backend, AI Engineers, Researchers) and work closely with stakeholders across the department.

Responsibilities

• Lead a cross-functional team, guiding them towards achieving their full potential

• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continually evaluate new technologies

• Empower your team through coaching, mentorship, and skill development

• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom-up culture in close collaboration with other Engineering Managers

• Enable engineers to push for best practices inside their discipline, aiming at greater productivity, cleaner code, and product quality

• Collaborate with fellow Engineering Managers and Chapter Leads to keep our engineering group focused and effective

• Facilitate communication between Engineers, Product Managers and stakeholders within the RnD department and across the business, fostering understanding and alignment

• Own accountability for delivery and product quality in your team

Qualifications

• Enthusiastic mentor with the ability to inspire teams, fostering professional development and empowering teams to reach their full potential

• Strong technical background and professional experience developing and maintaining complex architectures

• Proven track record of successfully managing and motivating engineering teams, driving them towards ambitious goals

• Experience scaling teams and leading engineering teams through change

• Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes

• Ability to facilitate discussions and communicate with various stakeholders, ensuring clarity and alignment across teams and departments

• Experience working in collaborative teams, leveraging practices like pair programming and code reviews to promote knowledge sharing and enhance team performance

• Strong expertise in iterative development and balancing risks

• Commitment to quality and a deep understanding of how to achieve and maintain it within complex architectures and software designs

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement, and they give organizations the flexibility to move quickly, focus on innovation, and scale with growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity and inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk\’s Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience plus the flexibility to work remotely part of the week. The specific in-office schedule is to be determined by the hiring manager.