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Zendesk has opened an innovation hub in Pune, India, marking a significant expansion of its global product development team and presence in the country. The hub will drive AI-powered solutions and house key functions such as product management, engineering, and design, as part of Zendesk’s strategy to tap into India’s talent pool and enhance global collaboration.

“Pune is now home to one of the company’s global growth centres, with the team set to expand in scale and significance as part of worldwide operations,” the company said in a release.

Zendesk’s Pune Hub will play a key role in advancing the company’s plans for AI-powered solutions, centred around the Zendesk Resolution Platform.

Zendesk’s Resolution Platform features tools that integrate AI agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. The platform combines automation and human insight to enable seamless interactions.

“The Pune Hub operates as a holistic innovation site, housing a comprehensive suite of functions — including Product Management, UX Design, Engineering, and Service Reliability Engineers — that empower the hub to drive global roadmaps with independent, end-to-end accountability,” according to the release.

Shashi Upadhyay, Zendesk’s President of Product, Engineering and AI, noted that India has evolved from a support hub into a strategic engine for innovation.

“By establishing this function, we are moving beyond execution to full ownership of global product roadmaps. This facility is a cornerstone of our smart global footprint, providing the high-calibre collaborative space necessary to drive our global vision of AI-led service excellence worldwide,” Upadhyay said.