Senior Software Engineer - AI Copilot

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 you'll 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 Required 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 don't 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. Zendesk believes in offering our people a fulfilling and inclusive ... (truncated, view full listing at source)