At Zendesk, the business problem is to reimagine the employee experience through AI-first thinking and intelligent automation, balancing builder responsibilities with transformational leadership to scale impact across the enterprise.
Requirements
- Strong technical background with hands-on experience in workflow automation, integration frameworks, or AI/ML.
- Knowledge of ITSM and HR Operations in SaaS environments.
- Experience with LLMs, AI agents, and enterprise automation platforms.
- Background in driving automation adoption and governance in a global enterprise.
- Proven track record of delivering enterprise-scale solutions in fast-paced environments.
- Strategic mindset: able to set long-term vision while executing short-term wins.
- Hands-on experience in design and delivery of automation, workflow orchestration, and AI agent capabilities.
Responsibilities
- Define and champion the AI and automation strategy for Employee Services and Core Operations, with extensibility across Zendesk.
- Translate business goals into a cohesive roadmap for workflow automation, AI tooling, and productivity improvements.
- Supporting service and delivery teams with workflow automation, AI tools, and integrations to model best practices for digital employee experience.
- Pilot and validate new AI capabilities, from LLM-based agents to workflow orchestration patterns.
- Create templates and reference architectures to accelerate adoption across domains.
- Collaborate with ITSM, Enterprise Platforms, and EX Services teams to automate Tier 0–2 support and optimize employee-facing workflows.
- Drive employee AI adoption across Zendesk through evangelism, enablement, and training.
Other
- 10+ years in IT, engineering, or automation, with 5+ years of leadership experience.
- Strong people leadership and stakeholder management skills.
- Excellent communication and influence skills with both technical and non-technical stakeholders.
- Ability to recruit, mentor, and manage a team of solution architects and workflow automation engineers.
- Inspire a culture of experimentation, continuous improvement, and cross-functional collaboration.
