Laszlo Papp

Dublin, Ireland · at Zendesk since 2014

Technical leader for the group that owns Zendesk Talk's voice and communication infrastructure end-to-end: core telephony provider integrations, real-time transcription, streaming event buses, and the reliability of high-volume real-time traffic across regions.

• Currently building the Voice AI agent product — an AI agent that resolves customer issues autonomously over the phone, launching in 2026.
• Led technical roadmap planning and execution, aligning long-term architectural initiatives with business objectives across multiple teams.
• Spearheaded adoption of AI-driven development practices — introduced terminal-based coding agents and LLM tooling to automate routine developer workflows and expand team capacity.
• Directed integrations with third-party vendors and external AI/QA platforms, navigating high-stakes vendor negotiations through to smooth feature delivery.
• Drove cloud cost optimization: rightsized caching fleets and migrated services to more efficient environments; cut deployment bottlenecks and streamlined test pipelines.
• Defined SLIs and SLOs for the voice platform and ran error-budget oversight, using them to balance reliability investment against feature delivery and to keep customer-facing SLAs met.
• Overhauled the monitoring and alerting strategy around the RED method (rate, errors, duration), improving signal quality and cutting time-to-detection for production issues.
• Central role in Sev 1–3 incident management — led retrospectives on deployment, event-bus, and caching failures and turned them into remediation that reduced recovery time.
• Managed security and compliance work: migration of secrets to an enterprise vault, credential rotations for telephony and external integrations, and proactive vulnerability remediation.

Dublin, Ireland

Joined the Zendesk Talk team as a software engineer and grew through five promotions to group-level technical leadership, delivering highly reliable features and hardening the voice infrastructure.

Dublin, Ireland

• Owned architecture and full-stack implementation of the email and SMS sending service.

Ireland

• Built service APIs and Facebook applications with Ruby on Rails.

Budapest & Veszprém, Hungary

• Launched the company's new R&D center in Veszprém: hired and trained the team and built up its scrum-based development process.
• Designed the architecture of a new security product; implemented SSH, VNC, and RDP audit replay engines and an SSH command-detection / intrusion-detection subsystem in C++.
• Earlier, as software developer: built audit replay engines (SCP/SFTP, Citrix ICA, RDP, X11) for the Zorp firewall's audit player, and search/ORM layers for Syslog-ng Store Box and Shell Control Box.

• Shade Workshop — founded the startup community of Veszprém, Hungary (2013 — 2015).
• Veszprém Technology Meetup — launched and organized the local developer meetup (2011 — 2014).
• Bonanza Team — R&D projects: shortest-path routing on dynamic public-transport graphs, a Pomodoro-inspired goal tracker, and a code review tool (2006 — 2012).