Job Description

Zendesk is looking for an experienced Engineering Manager to join the Contact Center Engineering Team.

Zendesk for Contact Center is a new innovation center at Zendesk that’s focused on developing advanced AI-powered Contact Center products. Our mission is to make every single customer interaction exceptional by combining the ease-of-use of Zendesk with the resilient infrastructure of AWS.

As an Engineering Manager at Zendesk, you will use both your leadership and your technical expertise to guide and enable our teams of talented engineers. You’ll provide coaching and mentorship for a high-performing scrum team (5-10 people) with a focused mission. You will work with Contact Center leadership to ensure your team’s technical roadmap is aligned with our company strategy, and that the team is shipping architecturally sound software at a regular cadence.

What you get to do every day:

• Lead a team of experienced engineers building some of the most innovative products at Zendesk.

• Support your team members in their individual goals - technical, career and personal.

• Work with a best-in-class modern technology stack: AWS Managed services like Amazon Connect, Amazon Bedrock and more.

• Participate in design and architecture conversations about Contact Center products and infrastructure.

• Lead the recruitment of new team members and facilitate a speedy, engaged interview process.

• Have regular, open, action-orientated 1:1s with your team members.

• Create a diverse and inclusive working environment where people can thrive.

• Organise the team’s development process and help steer the team towards increased value generation

What you bring to the role:

• Demonstrable experience effectively leading teams and working with individual team members to grow their capabilities

• Previous experience in a hands-on technical role (either Software Development or Devops).

• Strong experience with AWS.

• Comfortable having in-depth architectural discussion with engineers and facilitating key architectural decisions and driving consensus.

• A background in building and operating high-quality web applications.

• Great communication skills, both written and verbal. An ability to interact and communicate effectively with others at all levels of the organization

• Knowledge of technology processes including experience gathering requirements, reviewing processes and writing functional design documents

• Self-directed, detail-oriented individual to solve practical problems and deal with a variety of variables

• Collaborative, upbeat work ethic where you can take ownership and have fun

• A passion for sustaining a healthy and effective work environment.

• A team first mentality.
  
  

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 100,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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. 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 peopleandplaces@zendesk.com with your specific accommodation request.