At Zendesk, we’re redefining customer support with AI-driven automation. We are doing this first for our own support experience. As a Conversational AI & Automation Specialist, you will build and optimize the Agentic AI Agent our customer use to interact with Zendesk—crafting its voice, engaging dialogues/workflows, and fine-tuning generative models to deliver best-in-class experiences. You will report to the Senior Manager of Chatbots, AI & Automation on the Operational Excellence team.
You will be a great fit for this role if you are solution oriented and willing to embrace new and emerging technologies that are constantly evolving. You are able to create AI Agent personas, responses, and workflows that drive resolution and satisfaction for the end-user while adhering to brand guidelines. Most importantly, you are customer-obsessed and that shows through your work.
What you’ll be doing
Define the AI Agent’s voice: Develop personas and establish a consistent, on-brand tone of voice for customer-facing AI Agents
Design & Deploy: Create prompts, workflows, and automations using low-code generative AI models that result in exceptional customer experiences
Collaborate Across Teams: Partner with engineering, IT, and product to deploy AI features, curate knowledge sources, and implement advanced integrations
Adopt Zendesk Technology: Deploy the latest Zendesk AI features for the company’s own operations and engage with product teams to provide feedback
Project Management: Apply agile principles to plan, execute, and deliver AI initiatives on time.
What you bring to the role
Bachelor’s Degree
A high level of familiarity with the Zendesk customer base and their needs
2+ years of AI Agent, automation, or conversation design experience
2+ years of project management or program management experience
Experience with crafting conversations and responses for AI, specifically AI Agents and generative models
Highly attentive to detail and ready to work in a sensitive technical environment, where strict building guidelines are required to ensure functionality
Proven ability to thrive in a team-oriented and collaborative work environment
Self-directed, highly motivated, and proactive
Methodical, analytical, and able to manage goals and KPIs
Experience with gathering business requirements and developing project plans
Thrives in a global environment where continuous learning is a must
Enjoys receiving feedback and putting it into action
Able to quickly adapt to shifting priorities, demands, and timelines
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 [email protected] with your specific accommodation request.
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
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Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
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Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
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Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
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What We Do
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. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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