2 days ago
Tokyo, JapanMid Level
Responsibilities
- Design, build, and operationalize agentic AI-driven customer workflows using LLMs, prompt engineering, and automation frameworks.
- Lead technical discovery, AI readiness assessments, enterprise pilots, and proofs of concept that demonstrate business value.
- Develop production-ready technical accelerators, middleware templates, integration playbooks, and API components for scalable deployment.
- Own the technical sales lifecycle from qualification through execution and architect secure, scalable topologies using Zendesk APIs, webhooks, and cloud platforms.
- Partner with Product Management and Engineering to provide field feedback and influence the AI and platform roadmap.
- Lead critical on-site customer architecture sessions across domestic and international locations.
Requirements
- Bachelor’s degree in a related highly quantitative technical discipline.
- 3+ years of hands-on experience in technical presales, solution engineering, systems architecture, or software development in enterprise SaaS or complex software environments.
- Technical fluency with Python, Node.js, JavaScript, REST/SOAP APIs, middleware frameworks, and cloud ecosystem architectures.
- Foundational knowledge of LLMs, prompt engineering, retrieval-augmented generation, and autonomous agent deployment.
- Basic understanding of enterprise infrastructure, contact center technology stacks, or IT Service Management systems.
- Ability to travel domestically and internationally 30% of the time.
- Preferred qualifications include open-source contributions, technical blogging or mentorship, reusable implementation guide development, executive presentations, and professional proficiency in Japanese and English.
Benefits
- Hybrid work arrangement with part-week remote flexibility and required attendance at the local office for part of the week.
- Opportunity to work on enterprise AI, customer experience, systems architecture, and strategic customer engagements.
- International and domestic travel of approximately 30% is required.
Tech Stack
Categories
Solutions Engineering
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.