Cloud-based customer service and engagement platform Zendesk has established an innovation hub in Pune to drive global product development and accelerate its AI-powered service platform strategy.
The hub brings together product management, UX design, engineering, and service reliability teams under one roof, enabling end-to-end ownership and execution of global product roadmaps.
Full-Stack Product Ownership
Operating with full accountability across the technology stack—from core cloud infrastructure and platform services to the application layer—the Pune hub strengthens Zendesk’s global R&D capabilities.
The centre will play a key role in advancing the Zendesk Resolution Platform, with a focus on enhancing Agent and Admin Workspaces and supporting the growth of its Employee Service offering.
Leadership Perspective on AI Acceleration
Shashi Upadhyay, President of Product, Engineering and AI, described the Pune Innovation Hub as a strategic acceleration in an AI-driven landscape. He noted that the team is built for agility and scale, enabling faster delivery of meaningful advancements to customers.
Upadhyay further highlighted India’s evolution from a support hub to a strategic innovation engine, emphasizing that the Pune facility represents full ownership of global product roadmaps and forms a cornerstone of Zendesk’s smart global footprint.
Talent, Scale, and Expansion Plans
The hub currently houses nearly 300 employees and is expected to expand by an additional 15 percent before the end of 2026. The team is largely engineering-focused and works alongside Zendesk’s sales and support teams serving customers across India in sectors including B2B technology, retail, e-commerce, and travel.
The centre is led by Vinod Shah, Vice President of Software Engineering, who oversees the entire product development lifecycle—from ideation to launch. Shah noted that having a global R&D core in Pune enables closer collaboration between product, customer, and go-to-market teams, allowing developers to gain direct insights into real-world workflows while delivering globally scaled solutions.
Expanding Global R&D Presence
Operating from its facility at ABIL Boulevard, designed to foster collaboration and product innovation, the Pune Innovation Hub strengthens Zendesk’s global R&D footprint and integrates India into its core product development network.
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