About the team

At Zendesk, we truly believe that to build great products you have to have great people. We enjoy working with other smart, focused people who care about both the products and the code they write. We value collaboration and release frequently. We like and use agile processes and believe that pragmatism always triumphs over dogmatism. We all own the product or service we work on and enjoy the impact we have improving it.

Our mission is to elevate Zendesk’s routing and presence products to their next stage — from a rules-based engine to an agentic routing engine where intelligent, adaptive decisioning is the core differentiator. Routing in a realtime, omnichannel world is a complex problem domain that needs a robust, scalable and maintainable solution. Our recent partnership with the Machine Learning team delivered Predictive Routing to GA; this role exists because the next phase of the roadmap needs that capability to live inside the team.