Engineering Manager - Voice Agents

Engineering Manager For The Voice Agent Team

The Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it's a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease.

As the Engineering Manager for the Voice Agent Team, you'll lead a team of talented engineers and researchers to build the future of conversational AI. Your core mission is to develop and scale multiple voice agents, creating powerful tools that allow our clients to deploy seamless, voice-first experiences. You'll oversee the development of core technologies like speech recognition, STS-TTS, Realtime Voice models, etc while also guiding the creation of a powerful framework for agent development. A key part of your role will be ensuring our technology is highly scalable and performs with minimal latency, shaping the tools that empower clients to transform customer service and create new interactive experiences.

You will directly manage about 6-8 engineers from various skill sets (Frontend and Backend) and work closely with stakeholders across the department. The number of people and skill sets you interact with might be subject to change as we gear up the organization for future challenges.

What You Will Be Doing :

• Lead a cross-functional team, guiding them towards achieving their full potential
• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continuously discover and evaluate new technologies
• Empower your team through coaching, mentorship, and skill development
• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom up culture in close collaboration with the other Engineering Managers
• Enable engineers to push for best practices inside their discipline aiming at greater productivity, cleaner code and product quality
• Collaborate with fellow Engineering Managers and Chapter Leads to keep our engineering group focused and effective
• Facilitate communication between Engineers, Product Managers and stakeholders within the RnD department and across the business, fostering understanding and alignment
• Accountability for the delivery and product quality in your team

What You Bring To The Role :

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.