Senior Machine Learning Engineer

Job Description

Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

The GenBot group is revolutionizing the generative chatbot and AI assistance landscape with AI Agent Essential, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI.

AI Agent Essential is not your typical chatbot; it's a dynamic, and truly conversational system capable of reasoning and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, AI AgentsEssential delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease.

We are delighted to be hiring a Senior Machine Learning Engineer for the AI Agent product at Zendesk. You will own a designated product area and revolutionize how our customers experience our products. This is an exciting opportunity to bridge the gap between cutting-edge ML research and real-world impact.

You'll have the freedom to shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team.

Key responsibilities:

• You'll be part of a team responsible for maintaining and developing our core AI technologies which support millions of monthly conversations, using Python.

• You'll work closely with the AI Researchers and turn their prototypes into production-grade AI services and enhance the performance and capabilities of our core LLM products.

• You'll own the full development and operations cycle of a product, whilst helping to ensure our systems are running correctly and efficiently.

• You'll use industry-proven tools and practices in an Agile setup.

• You'll be joining a cross-functional team. Our teams have AI Researchers, Frontend Engineers and Backend Engineers.

Who you are:

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc.

• Experience in various LLM  frameworks (Langchain, LangGraph, Instructor, etc.)

• Experience writing robust Python code and implementing best practices for live production systems 

• A great understanding of microservices architecture and experience in various Python web frameworks such as Tornado, FastAPI etc.

• Experience in using CI/CD tools,  container/orchestration systems (Kubernetes, Docker), observability tools (Grafana/Datadog,) NoSQL databases (MongoDB, Elasticsearch etc.) and cloud technologies (GCP/AWS )

• Huge bonus if you have experience with conversational AI

• Team player and highly self-motivated, with a strong sense of ownership and accountability 

• Great communication skills and fluency in English

How do we measure success in this role?

• How well your work aligns with the overall product roadmap and strategic goals.

• Effectiveness in collaborating with product managers, engineers and other stakeholders

• Discovery and Ideation - ability to identify new opportunities within the product area, as well as their ability to prioritize and champion these ideas.

• Ability to coach other ML Engineers in your team

• Technical leadership of the ML initiatives in your team

Hiring Process:

• Talent Partner Call: 15 mins

• Hiring Manager Interview: 30 mins

• Take Home Technical Challenge

• Technical Interview: 1 hour

• Final Interview: 45 mins

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.  Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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.

The 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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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 peopleandplaces@zendesk.com with your specific accommodation request.