Senior Frontend Software Engineer - AI Copilot

Job Description Job Summary At Zendesk, our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs, Zendesk has experienced remarkable success and growth while maintaining a fun, positive, and down-to-earth culture. We are looking for a Senior Frontend Engineer to join our AI Copilot organisation. AI Copilot is a multi-million ARR product that puts AI directly into the hands of customer service agents and administrators. You will own the user-facing experience of AI-powered features — building the interfaces where admins and agents interact with Copilot — taking significant pieces of work from design through to production. We ship to learn: our philosophy is to deliver early, deliver often, and iterate based on real-world customer feedback. What you'll be doing Own and deliver end-to-end product features — from technical design through implementation, testing, release, and iteration — with a focus on the frontend experience. Build accessible, performant, and maintainable UIs in React and TypeScript, using our Garden design system. Partner with Product Design to turn designs and prototypes into polished, production-ready interfaces, and push back constructively on tradeoffs. Work closely with backend, ML Scientists, and ML Engineers to integrate AI-powered capabilities into reliable, user-facing features — including streaming responses, latency handling, and graceful failure states. Contribute to frontend architecture decisions within your team (component design, state management, performance), with growing influence across teams. Improve the reliability, performance, and maintainability of the systems you work on — proactively identifying and addressing technical debt. Occasionally reach into the backend (APIs, integrations) to unblock yourself and ship features end-to-end. Mentor more junior engineers through code review, pairing, and knowledge sharing. What you bring to the role Required 5+ years of experience building and operating large-scale, Internet-facing web applications. Strong proficiency in modern frontend development: JavaScript/TypeScript, React, and the browser platform (state management, performance, accessibility). Solid understanding of building against RESTful APIs and integrating with backend services; comfortable reading and making small backend changes when needed. Experience with CI/CD practices and shipping to production frequently. A track record of owning features end-to-end and delivering them to production with high quality. An eye for UX and design detail — you care about how the product feels, not just whether it works. Ability to work with uncertainty and the flexibility to pivot with changing priorities. Comfort working in a team alongside backend, ML engineers, and scientists — you don't need to be an ML expert, but you should be curious and able to collaborate effectively across disciplines. Strong collaboration skills and a genuine desire to help the team succeed. Preferred Experience building UIs on top of LLM-powered features — streaming/token rendering, chat interfaces, evaluation, or handling non-deterministic responses gracefully. Familiarity with design systems and component libraries at scale (Garden, or equivalents). Working proficiency in Ruby or Python — enough to navigate our backend services and make small changes. Exposure to containerised deployments (Docker, Kubernetes) and cloud infrastructure (AWS). Experience with iterative, metrics-driven product development (A/B testing, feature flags, incremental rollouts). Familiarity with frontend observability and performance monitoring (Core Web Vitals, error tracking). Tech Stack Our frontend is written in TypeScript and React, using our Garden design system Our backend code is written in Ruby and Python Our servers live in AWS Our services are deployed to Kubernetes using Docker Heavy usage of LLM technology from multiple providers via our LLM Proxy #LI-AO1 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 [email protected] with your specific accommodation request.