Senior Engineering Manager - AI Agents

As a Senior Engineering Manager in AI Agents you’ll be building a Product Engineering area focused on unlocking the full potential of Agentic AI for our customers. Your teams will own the customization capabilities of our AI Agents, making it easy for our customers to control the behaviour of their agents. You’ll work closely with product, design and partners across the business to bring the latest developments in Agentic AI into production systems used at scale.

You’ll begin with our RAG Agent team and grow your area into several cross-functional teams, directly managing engineers from various skill sets (ie: Frontend, Backend, AI Engineers and Scientists) as well as leading other people managers within your area, setting the direction and culture for a growing part of our organization.

What You Will Be Doing

• Lead multiple cross-functional teams, guiding the teams towards achieving their full potential
• Directly manage both individual contributors and other people managers
• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continuously discover and evaluate new technologies
• Empower your teams through coaching, mentorship, and skill development and develop the next generation of people leaders in our organization
• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom up culture in close collaboration with the 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
• Accountability for the delivery and product quality in the teams you manage

What You Bring To The Role

• 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 several engineering teams, driving them towards achieving ambitious goals
• Experience managing both individual contributors and other managers, scaling teams and leading through change
• Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes, acknowledging that your own viewpoint may not always be the best
• You excel in facilitating discussions and communicating 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. They give organizations the flexibility to move quickly, focus on innovation, and scale with their 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 & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, colour, 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.