Senior Software Engineer AI Copilot
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Job Location:
Monthly Salary:
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
Job Description
Job Summary
At Zendesk our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs Zendesk has experienced remarkable success and growth while maintaining a fun positive and down-to-earth culture.
We are looking for a Senior Software Engineer to join our AI Copilot organisation. AI Copilot is a multi-million ARR product that puts AI directly into the hands of customer service agents and administrators. You will be a key contributor delivering AI-powered product features at Zendesk scale taking ownership of significant pieces of work from design through to production.
We ship to learn: our philosophy is to deliver early deliver often and iterate based on real-world customer feedback.
What youll be doing
Own and deliver end-to-end product features from technical design through implementation testing release and iteration.
Work closely with ML Scientists and ML Engineers to integrate ML-powered capabilities into the product as reliable user-facing features.
Contribute to technical design discussions and architecture decisions within your team with growing influence across teams.
Build and maintain scalable backend services APIs and integrations that support AI-powered product experiences.
Collaborate with Product Management Design and other engineering teams to turn product requirements into well-scoped technical work.
Improve the reliability performance and maintainability of the systems you work on proactively identifying and addressing technical debt.
Mentor more junior engineers through code review pairing and knowledge sharing.
What you bring to the role
5 years of experience building and operating large-scale Internet-facing applications.
Fluent in Ruby; working proficiency in Python is a big plus.
Solid experience with distributed systems RESTful APIs and cloud infrastructure (AWS).
Experience with containerised deployments (Docker Kubernetes) and CI/CD practices.
A track record of owning features end-to-end and delivering them to production with high quality.
Ability to work with uncertainty and the flexibility to pivot with changing priorities.
Comfort working in a team alongside ML engineers and scientists you dont need to be an ML expert but you should be curious and able to collaborate effectively across disciplines.
Strong collaboration skills and a genuine desire to help the team succeed.
Preferred
Experience with SQL and data infrastructure (Snowflake dbt) understanding data pipelines and transformations is valuable in our environment.
Exposure to LLM integration patterns: prompt engineering evaluation monitoring or multi-provider setups.
Familiarity with ML pipeline tooling (e.g. Metaflow) or ML frameworks.
Experience with event-driven architectures (e.g. Kafka).
Experience with iterative metrics-driven product development (A/B testing feature flags incremental rollouts).
Tech Stack
Our code is written in Ruby and Python
Our servers live in AWS
Our ML pipelines use Metaflow
Our data is stored in S3 RDS MySQL and Snowflake (with dbt for transformations)
Our services and models are deployed to Kubernetes using Docker
Heavy usage of LLM technology from multiple providers via our LLM Proxy
#LI-AO1
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees 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 disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.
Required Experience:
Senior IC
