Senior Machine Learning Engineer - AI Agents

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 Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it's a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease.

As a Senior Machine Learning Engineer, you'll be responsible for designing and developing the core ML system that drives this conversational software across modalities. You'll apply the latest research in machine learning, deep learning, and NLP to build the world's best customer service automation platform, empowering businesses to deliver exceptional customer experiences at scale and in all languages.

You will brainstorm and build with our AI, product and engineering teams. Growth, innovation, and tough problems excite you. You are driven by deploying AI technologies to solve real world problems and keep abreast of developments in the field. Finally, you thrive in an agile and creative environment and can work closely with all cross-functional teams to achieve your goals.

Your 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 NLP.

• 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 such as git, and practices such as CI/CD in an agile setup.

• You'll be joining a cross-functional team. Aside from data engineers, our teams have Backend Engineers, AI Researchers, Platform Engineers, and Frontend Engineers.

Who you are:

• You have a quantitative or technical degree, e.g. Computer Science, Machine Learning, etc.

• You have experience in various LLM frameworks (i.e Langchain, LangGraph, Instructor)

• You have 2+ years of relevant experience in building large-scale machine learning or deep learning models in Python, Tensorflow (or other deep learning frameworks)

• You have 4+ years of experience writing robust code by using OOP principles and unit tests for live production systems and working with large datasets.

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

• You have experience in using container orchestration systems (i.e Kubernetes) and machine learning workflow tools (i.e Kubeflow).

• You have experience in using NoSQL databases and search engines i.e MongoDB, Elasticsearch.

• You are familiar with Google Cloud tools and the services it offers.

• You are a positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver.

• You can speak, write and express yourself in English – our company’s working language – in a professional context.

The Interview Process:

We are excited to learn more about you, so we want to be transparent about what you can expect from our interview process:

1. Initial Call with Talent Team - 15 mins
2. Interview with one member of the Hiring Team - 45 minutes
3. Take-home technical challenge
4. A technical interview with two of our developers to talk more in-depth about your technical experience and answer any questions you might have - 1 hour
5. Final interview with 2 of the following: CTO or Engineering Manager/Director - 45 minutes

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.

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.

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.