The Mission The enterprise software landscape is fracturing. We are transitioning from "Systems of Record" to "Systems of Action." Zendesk is leading this shift with the Resolution Platform, aiming to be the first CX company to secure $1B in AI-driven revenue. To achieve this, we must solve the "Orchestration Trap." We are not just building features; we are building the high-performance runtime that allows fleets of AI Agents to Perceive, Reason, and Act.
The Opportunity You will be a key architect in the "Picks and Shovels" team. You will build the Digital Nervous System that allows probabilistic LLMs to function as reliable, deterministic employees. This is a role for a robust backend engineer who understands that "Agentic AI" is fundamentally a distributed systems challenge.
What You Will Architect
Durable Agent Runtime: You will leverage agentic ai frameworks to build "ReAct" type (or similar) loops that are resilient to failure. You will solve problems around long-running workflows, distributed state management, and async task execution.
The Integration Fabric (MCP): You will help drive our adoption of the Model Context Protocol (MCP). You will build the "MCP Servers" and "Clients" that allow our agents to dynamically discover tools and negotiate capabilities with external systems, laying the groundwork for Agent-to-Agent (A2A) collaboration.
Context & Memory Engineering: Infinite context windows are a myth. You will build the "Memory Manager" for our agents, optimizing RAG pipelines, vector storage, and eviction policies to maximize reasoning fidelity while minimizing token costs.
The Trust Layer: Enterprise autonomy requires governance. You will build the "Guardrails" and validation layers (Pydantic/Zod) that enforce strict schemas on LLM outputs, ensuring that our agents operate within safe, deterministic bounds.
Who You Are
Systems Thinker: You have 5+ years of backend experience (Java, Go, or Python). You understand that "Reliability" in an AI system isn't just about uptime; it's about Self-Correction and Recovery.
Architectural Depth: You are comfortable designing Event-Driven Architectures (Kafka) and understand the nuances of managing distributed state in a non-deterministic environment.
Protocol Aware: You are excited by open standards like MCP and understand the complexity of API design, capability negotiation, and security/sandboxing for tool execution.
Business Aligned: You understand that we are optimizing for "Automated Resolution." You care about latency, cost-per-token, and the unit economics of the systems you build.
Tech Stack
Languages: Python (AI Logic), Go/Java (Platform Services).
Orchestration: AWS Step Functions.
Data: Vector DBs (Pinecone/Weaviate), Postgres, Kafka.
Protocols: MCP (Model Context Protocol), gRPC, GraphQL.
Why Join? We are one of the few companies with the scale (100k+ customers) and the data density to actually solve Agentic AI. You won't be building "demos." You will be architecting the platform that defines how the world interacts with customer service for the next decade.
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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.
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