Senior ML Engineering Manager for Custom AI Agents

Ultimate.ai; Australia; Híbrido; AUD 200.000 - 320.000; Jornada completa

Descripción de la vacante

Zendesk is seeking a Senior Manager, AI - Custom Agents to lead the ML team responsible for the intelligence behind Custom Agents. You will set technical direction, hire and develop leaders, and translate product goals into a robust ML roadmap that improves agents' reasoning and task execution.

You will work with Product, Engineering, Design, ML Science, and Platform teams to balance quality, latency, and cost while delivering measurable customer impact and reliable, scalable AI experiences.

Formación

• Proven track record leading ML/AI teams delivering production systems with measurable impact.
• Strong people management including hiring, coaching, and performance management.
• Deep understanding of modern ML and generative AI, including LLMs in production.

Responsabilidades

• Lead and grow the ML team, shaping growth and leadership development.
• Set ML strategy and roadmap translating customer needs into priorities and milestones.
• Improve agent reasoning, tool use, grounding, and structured outputs for reliable automation.
• Establish rigorous evaluation with benchmarks, annotation, scorers, and regression tests.
• Own quality across lifecycle: experimentation, release readiness, monitoring.

Conocimientos

People leadership

ML strategy

Production ML systems

LLM applications

Experimentation

Cross-functional collaboration

Evaluation & metrics

Descripción del empleo

Zendesk is seeking a Senior Manager, AI - Custom Agents to lead the ML team responsible for the intelligence behind Custom Agents. You will set technical direction, hire and develop leaders, and translate product goals into a robust ML roadmap that improves agents' reasoning and task execution.

You will work with Product, Engineering, Design, ML Science, and Platform teams to balance quality, latency, and cost while delivering measurable customer impact and reliable, scalable AI experiences.