Job Description

At Zendesk, we create software that powers exceptional customer service. Our easy-to-use & AI powered tools enable support teams to resolve issues quickly and efficiently. By keeping the customer at the center of the experience, our products help businesses to build personal connections and deliver seamless support across multiple channels.

Who we're looking for

We're looking for a Senior Product Designer to shape the future of our Contact Center solution: an AI-powered voice and omnichannel platform that helps businesses deliver seamless, personalized support at scale.

The contact center industry is undergoing a fundamental transformation. AI agents are now resolving customer issues autonomously, intelligent routing is replacing static queue logic, and real-time assist is surfacing answers before agents even search. Human agents are evolving from handling every interaction to overseeing AI conversations and stepping in for complex, high-empathy moments.

In this role, you'll design experiences that blend human expertise with AI capabilities. You'll empower agents to handle voice conversations effortlessly while giving administrators the tools to configure AI behaviors, manage routing, and optimize performance.

What you will get to do every single day

• Own end-to-end design for Contact Center experiences, from agent workspaces to admin tools for voice, while partnering with teams focused on AI agents, routing, and workforce management.

• Design the human-AI collaboration experience, helping agents monitor AI conversations, take over when needed, and leverage real-time suggestions.

• Shape admin experiences for AI configuration, making it easy for businesses to set up AI agents, define escalation rules, and measure performance.

• Collaborate with Product Managers and Engineers to shape and execute on the vision.

• Partner with User Research to understand the evolving needs of agents, supervisors, and administrators as AI reshapes their roles.

What you bring to the role

• 5+ years of experience in product design, with a strong portfolio demonstrating UX and UI work for complex, enterprise software.

• Experience designing real-time communication tools, agent workspaces, or operational dashboards.

• Interest in AI products and designing human-AI collaboration experiences.

• Strong systems thinking with the ability to design scalable solutions that balance flexibility with simplicity.

• Excellent collaboration skills, with experience working cross-functionally with Product, Engineering, and Research teams.

• Proficiency in Figma and prototyping tools.

• Bonus: Familiarity with contact center platforms, conversational AI, or telephony/VoIP systems.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

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.