<h2>Job Description</h2>Senior Software Engineer (Frontend or Fullstack) – Change ManagementLocation: Pune, India - Hybrid | Full-Time<h2>Join Zendesk and Shape the Future of IT Service Management</h2>Zendesk is building a next-generation IT Service Management (ITSM) platform to help organisations streamline internal operations, modernise IT workflows, and enhance service delivery across the enterprise. As part of this initiative, we are assembling a new Change Management team that will design, build, and evolve the change request and approval framework that drives IT process reliability and compliance.We are looking for a Senior Software Engineer (Frontend or Full-stack) to join this team and take ownership of designing and implementing user-facing components that empower IT teams to manage complex processes with ease. You’ll collaborate with product managers, designers, and backend engineers to build responsive, accessible, and elegant interfaces that integrate seamlessly into Zendesk’s platform. If you’re excited about designing enterprise-grade frontend systems, working across the stack when needed, and driving quality and performance in a customer-facing product, we want to hear from you.<h2>What You’ll Do</h2>Architect &amp; Develop Scalable Front-End Solutions<ul><li>Design and build enterprise-scale UI components that support structured service request workflows, approval chains, and automated service fulfillment.</li><li>Architect and implement hierarchical service catalog browsing, structured request bundling, and multi-layered service interaction models.</li><li>Optimize front-end performance, focusing on load times, rendering efficiency, and client-side caching strategies.</li><li>Work with GraphQL and REST APIs, integrating structured request workflows, service selection automation, and customized approval routing.</li><li>Ensure accessibility, responsiveness, and intuitive user experiences across all service catalog features.</li><li>Contribute to the evolution of Zendesk’s front-end architecture, driving improvements in scalability, reusability, and maintainability.</li><li>Optimize front-end performance, ensuring low-latency request interactions, real-time UI updates, and scalable service fulfilment experiences.</li></ul>Lead Technical Innovation &amp; Collaboration<ul><li>Work closely with Product Managers, Designers, and Engineers to create user-friendly, configurable service catalog UI components.</li><li>Lead system design reviews and UI architecture discussions, influencing best practices for service request workflow UX and automation-driven interactions.</li><li>Enhance developer experience by contributing to design system optimizations, UI performance frameworks, and automation-driven interaction models.</li><li>Experiment with new front-end technologies, advocating for improvements in extensibility, scalability, and real-time service request execution.</li></ul>Mentor &amp; Strengthen the Engineering Team<ul><li>Act as a technical mentor, helping junior engineers grow their front-end expertise.</li><li>Conduct code reviews, ensuring high-quality, maintainable, and testable front-end code.</li><li>Foster a culture of collaboration, knowledge sharing, and continuous learning within the team.</li></ul><h2>What We’re Looking For</h2>Required Qualifications<ul><li>5+ years of professional experience in frontend or full-stack development, with a focus on enterprise service catalogs, structured service request automation, or interactive service browsing interfaces.</li><li>Strong expertise in JavaScript, TypeScript, React, and Redux, with experience in state management for structured workflows and interactive request models.</li><li>Experience building and optimizing GraphQL and REST API integrations, ensuring efficient data fetching, request fulfillment interactions, and service selection UI responsiveness.</li><li>Deep knowledge of component-based front-end architectures, optimizing UI workflows for structured service request lifecycle automation.</li><li>Proven experience developing user-friendly, hierarchical catalog browsing interfaces with search, categorization, and nested service relationships.</li><li>Familiarity with front-end build tools (Webpack, Babel, Vite) and performance profiling tools.</li><li>Proven ability to drive front-end architecture improvements and optimize complex UI applications.</li><li>Experience building and maintaining high-scale, enterprise-grade UI applications.</li><li>Excellent problem-solving, critical thinking, and collaboration skills.</li><li>Strong verbal and written communication skills, with the ability to clearly explain technical decisions.</li></ul>Preferred Qualifications<ul><li>Experience building self-service portals, structured catalog browsing UIs, or request fulfillment workflow interfaces.</li><li>Familiarity with micro frontend architectures, UI extensibility models, and enterprise-scale front-end scalability strategies.</li><li>Experience working with observability tools (e.g., DataDog) and optimizing UI responsiveness for structured workflows.</li><li>Previous contributions to open-source UI frameworks, request lifecycle automation tools, or enterprise self-service interaction models.</li></ul>Tech Stack You’ll Work With<ul><li>Backend: Ruby, Ruby on Rails, MySQL</li><li>Frontend: JavaScript, TypeScript, React, Redux, GraphQL</li><li>DevOps &amp; Monitoring: DataDog, CI/CD tools</li><li>Cloud &amp; Infrastructure: AWS, Kubernetes (nice-to-have)</li></ul><h2>Why You Should Apply</h2><ul><li>Be part of Zendesk’s future. The Employee Service business is a key strategic priority with strong investment and executive support.</li><li>Work on impactful projects. Help organizations streamline service requests and automate fulfillment through an industry-leading service catalog.</li><li>Solve complex technical challenges. Build and optimize front-end experiences at an enterprise scale.</li><li>Grow your career. We invest in mentorship, learning opportunities, and career development.</li><li>Enjoy flexibility. Hybrid-friendly culture with strong work-life balance.</li></ul><h2>Ready to Build the Future of IT Service Management?</h2>We’d love to hear from you. Apply now and help us shape the future of customer experience.<h2></h2>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.<h2>The intelligent heart of customer experience</h2>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.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster<a href="http://www.zendesk.com/diversity-inclusion/" target="_blank"> global diversity, equity, &amp; inclusion</a> 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<a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank"> click here</a>.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.Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.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 experienceZendesk 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.<a target="_blank" href="http://www.zendesk.com/company/careers/?utm_source=other&amp;utm_medium=organic&amp;utm_campaign=job-description_Global_2025Q3">Zendesk</a> 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 <a target="_blank" href="http://www.zendesk.com/diversity-inclusion/">global diversity, equity, &amp; inclusion</a> 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 <a target="_blank" href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">click here</a>. 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 <a target="_blank" href="mailto:peopleandplaces@zendesk.com">peopleandplaces@zendesk.com</a> with your specific accommodation request.

Zendesk

Sr Software Engineer (Frontend / Fullstack)

Zendesk

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