Software Engineer - Answer Bot Flow Builder

Date Posted: 30+ days ago
Melbourne VIC

Job Description

At Zendesk, we’re always striving to break new ground with customer service software. We’re looking for a Software Engineer to work with the Answer Bot team in Melbourne. This role will be focused on the Flow Builder tool that allows Zendesk admins to configure a chatbot that can converse with end users on various messaging channels like our web and mobile SDKs as well as social channels such as WhatsApp and Facebook. Our current focus is on improving the usability and adoption of this tool based on feedback from our customers following our first major release earlier this year. The next phase of growth for Flow Builder will be focused on introducing automation capabilities in these bot-powered conversations through integrations, both Zendesk and third party.

What you get to do every day:

  • Write clean and maintainable code to support the team’s delivery commitments

  • Collaborate with senior team members and Tech Leads to design complete solutions

  • Break complex features into granular pieces of work, to facilitate incremental feedback cycles

  • Prioritise and estimate work balancing feature delivery with the management of tech debt

  • Actively participate in pairing sessions and code reviews

  • Work closely with Designers and Product Managers on building new capabilities

  • Triage customer issues in partnership with Product Managers

  • Provide operational support for our services in Production

  • Actively look for ways to improve the observability, performance, reliability and security of our services

What you bring to the role:

  • Fluency in one or more of the following languages: Ruby/Scala/Java/Typescript/Javascript

  • Problem solver with the ability to think on your feet

  • A passion for software development and delivery

  • A collaborative and can-do attitude

  • A burning desire to learn and grow

  • Ability to work with uncertainty

  • Flexibility to pivot with changing priorities

What our tech stack looks like:

  • Our code is written in Ruby, Scala, React, Typescript and Node

  • Our services communicate via REST APIs, Kafka and GraphQL

  • Our platform runs on Ubuntu, Centos and Alpine

  • Our servers live in AWS

  • Our services are deployed to Kubernetes using Docker

  • Our data is stored in Redis, Aurora MySQL and S3

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

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 with your specific accommodation request.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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