Description
Join Zendesk as a Senior Fullstack Engineer to help build Solve, an AI-powered conversation engine that resolves customer issues across channels.
You'll deliver end-to-end features spanning LLM integrations, RAG retrieval, workflow orchestration, and polished front-end experiences that customers rely on to automate support.
Responsibilities:
- Extend the multi-turn conversation engine: manage intent routing, context preservation, streaming responses, and human handoff across channel integrations.
- Build and optimize the RAG pipeline: embeddings, semantic retrieval, hybrid ranking, and evidence-based answer construction to reduce hallucinations.
- Architect and implement the visual workflow/prompt builder experience (React) for designing branching conversational flows and tool integrations.
- Integrate with LLM providers through a unified abstraction layer and build specialized prompt strategies for tasks like clarification and validation.
- Create data visualization and analytics surfaces to help customers monitor intent performance and AI impact.
- Maintain high quality via testing, observability, and performance improvements across frontend and backend.
Basic qualifications:
- 3+ years professional fullstack engineering experience with production ownership.
- Proficiency with Python backend frameworks (FastAPI recommended) and React/TypeScript frontends.
- Experience with search, caching, and message/event streaming technologies.
Preferred qualifications:
- Previous experience with LLM providers (OpenAI, Google GenAI, etc.) and prompt engineering.
- Experience designing visual flow editors (React Flow or similar) and rich text editors.
- Familiarity with embedding stores and retrieval pipelines at scale.
- Prior work on multi-tenant SaaS and real-time streaming systems.
The US annualized base salary range for this position is $145,000.00-$217,000.00.