Sr Software Engineer

Job Description Senior Software Engineer (Frontend or Fullstack) – Change Management Location: Pune, India - Hybrid | Full-Time Join Zendesk and Shape the Future of IT Service Management 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. What You’ll Do Architect & Develop Scalable Front-End Solutions Design and build enterprise-scale UI components that support structured service request workflows, approval chains, and automated service fulfillment. Architect and implement hierarchical service catalog browsing, structured request bundling, and multi-layered service interaction models. Optimize front-end performance, focusing on load times, rendering efficiency, and client-side caching strategies. Work with GraphQL and REST APIs, integrating structured request workflows, service selection automation, and customized approval routing. Ensure accessibility, responsiveness, and intuitive user experiences across all service catalog features. Contribute to the evolution of Zendesk’s front-end architecture, driving improvements in scalability, reusability, and maintainability. Optimize front-end performance, ensuring low-latency request interactions, real-time UI updates, and scalable service fulfilment experiences. Lead Technical Innovation & Collaboration Work closely with Product Managers, Designers, and Engineers to create user-friendly, configurable service catalog UI components. Lead system design reviews and UI architecture discussions, influencing best practices for service request workflow UX and automation-driven interactions. Enhance developer experience by contributing to design system optimizations, UI performance frameworks, and automation-driven interaction models. Experiment with new front-end technologies, advocating for improvements in extensibility, scalability, and real-time service request execution. Mentor & Strengthen the Engineering Team Act as a technical mentor, helping junior engineers grow their front-end expertise. Conduct code reviews, ensuring high-quality, maintainable, and testable front-end code. Foster a culture of collaboration, knowledge sharing, and continuous learning within the team. What We’re Looking For Required Qualifications 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. Strong expertise in JavaScript, TypeScript, React, and Redux, with experience in state management for structured workflows and interactive request models. Experience building and optimizing GraphQL and REST API integrations, ensuring efficient data fetching, request fulfillment interactions, and service selection UI responsiveness. Deep knowledge of component-based front-end architectures, optimizing UI workflows for structured service request lifecycle automation. Proven experience developing user-friendly, hierarchical catalog browsing interfaces with search, categorization, and nested service relationships. Familiarity with front-end build tools (Webpack, Babel, Vite) and performance profiling tools. Proven ability to drive front-end architecture improvements and optimize complex UI applications. Experience building and maintaining high-scale, enterprise-grade UI applications. Excellent problem-solving, critical thinking, and collaboration skills. Strong verbal and written communication skills, with the ability to clearly explain technical decisions. Preferred Qualifications Experience building self-service portals, structured catalog browsing UIs, or request fulfillment workflow interfaces. Familiarity with micro frontend architectures, UI extensibility models, and enterprise-scale front-end scalability strategies. Experience working with observability tools (e.g., DataDog) and optimizing UI responsiveness for structured workflows. Previous contributions to open-source UI frameworks, request lifecycle automation tools, or enterprise self-service interaction models. Tech Stack You’ll Work With Backend: Ruby, Ruby on Rails, MySQL Frontend: JavaScript, TypeScript, React, Redux, GraphQL DevOps & Monitoring: DataDog, CI/CD tools Cloud & Infrastructure: AWS, Kubernetes (nice-to-have) Why You Should Apply Be part of Zendesk’s future. The Employee Service business is a key strategic priority with strong investment and executive support. Work on impactful projects. Help organizations streamline service requests and automate fulfillment through an industry-leading service catalog. Solve complex technical challenges. Build and optimize front-end experiences at an enterprise scale. Grow your career. We invest in mentorship, learning opportunities, and career development. Enjoy flexibility. Hybrid-friendly culture with strong work-life balance. Ready to Build the Future of IT Service Management? We’d love to hear from you. Apply now and help us shape the future of customer 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.