Senior Backend Engineer (Zendesk AI Agents)

Job Description

This role will work on the exciting Zendesk AI Agent (Ultimate) product.

Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

What you’ll be doing

As a Senior Backend Engineer at Zendesk AI Agents (Ultimate), you'll play a key role in shaping and building our backend, collaborating closely with our Product Manager, AI and Machine Learning Engineers, Frontend developers, and the broader tech team to deliver groundbreaking features focused on speed and reliability.

We're at the forefront of innovation, developing Gen 3 bots - the next generation of chatbots built on an agentic framework. These autonomous bots are poised to redefine how we interact with AI, and you'll have a direct hand in making this vision a reality. You will have full responsibility to build, test, and iterate rapidly to bring high-quality AI products to our massive user base at an unparalleled scale.

Join us in revolutionizing the chatbot/agent landscape and be part of a team that's shaping the future of AI interactions.

Key Responsibilities

• Maintain and develop components and services together with your team.
• Architect and implement complex applications, using well-accepted design patterns leveraging our AI to transform the customer service industry.
• Craft and maintain high traffic services and APIs in a team of experienced software engineers.
• Anticipate future use cases and developments to strategize and design a microservice infrastructure that connects to multiple third-party systems.
• Improve our code base and processes and develop new product features.
• Become part of the backend chapter, a community where everyone has an impact on the architecture of the system. From gathering feedback on your designs, educating others about patterns you are an expert in, to owning complex, cross-team tech initiatives.
• Stay up to date on industry trends, helping drive Ultimate to innovate, learn and experiment with new tools and technologies to continuously improve.

What you bring to the role

We’re looking for a communicative, experienced engineer who takes pride in producing disruptive technology products, built upon logical, simple, and effective solutions to complex issues.

• Skills and confidence in writing robust code to build high-performing applications.
• Knowledgeable on microservices architecture, design patterns, and best practices.
• Ability to create fast database queries for large amounts of data.
• Positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver.
• You enjoy coaching and enabling others and are a natural motivator and enthusiastic mentor.
• Reliable and transparent engineering, regularly unit testing and documenting your work.
• You foster and champion a culture of continuous feedback and utilize it as a tool for growth.
• Drive for continuous learning, with the ability to get up to speed with new systems and concepts quickly.
• Good communication skills, high proficiency in English with the ability to adapt communication style to given audience and situation.
• Experience with NodeJS (ES7), MongoDB, Typescript.

Our Tech Stack

• TypeScript, MongoDB, Elasticsearch, Google Pub/Sub, Sentry, Redis, Kubernetes, Terraform, Argocd, Grafana, GitHub.

Interview Process

We are excited to learn more about you, so we want to be transparent about what you can expect from our interview process:

• Initial Call with Talent Team - 15 mins
• Interview with one member of the Hiring Team - 45 minutes
• Take-home technical challenge
• A technical interview with two of our developers to talk more in-depth about your technical experience and answer any questions you might have - 1 hour
• Final interview with 2 of the following: CTO or Engineering Manager/Director - 45 minutes

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re 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.