Senior Product Manager, Voice AI Agents

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Zendesk is pioneering the future of agentic AI for customer experience – and voice is the next frontier. As Senior Product Manager for Voice AI Agents, you’ll help shape how millions of users interact with brands through intelligent, human‑like conversations. Join us to build not just features, but a fundamentally better way to serve and support people everywhere. Voice remains the most powerful and personal channel for customer service, and Zendesk is building the next generation of voice automation with AI at its core. This is a true zero‑to‑one opportunity : you’ll define the product vision, shape the user experience, and bring to life a conversational AI system that delivers natural, responsive, and high‑quality voice interactions.

Key Responsibilities

• Own the end‑to‑end product strategy for Zendesk’s voice AI agents, from vision and roadmap to zero‑to‑one market delivery, aligned with our broader AI and omnichannel strategy.
• Lead deep customer and market discovery to identify voice‑specific opportunities, translating insights into product requirements and features.
• Champion voice UX excellence, partnering with product design to create intuitive, natural conversational experiences.
• Collaborate with AI researchers and engineers to integrate speech technologies while optimizing for real‑time performance.
• Define and track success metrics across adoption, latency, user satisfaction, and automation efficacy.
• Build strong cross‑functional partnerships with Engineering, AI Research, Customer Success, and GTM teams to ensure cohesive execution and market readiness.
• Implement continuous discovery and development practices, maintaining high product quality through iterative testing and data‑driven refinement.

Required Qualifications

Bonus Qualifications

Success in the Role

Hybrid Experience

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.

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.

EEO and Disability Accommodations

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.

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