Senior Machine Learning Scientist

Zendesk; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK is seeking a Staff Machine Learning Scientist to revolutionize customer experiences through innovative AI solutions. This role involves designing and testing novel AI systems, collaborating with a talented team to implement research ideas, and shaping the product roadmap. Candidates should hold a relevant degree and have proven experience in Machine Learning or NLP research. Join us to drive transformative changes within our product offerings.

Benefits

Flexible working hours

Health insurance

Professional development opportunities

Hybrid working model

Qualifications

• Proven record of Machine Learning or NLP research, ideally in industry.
• Knowledge of building deep learning neural network architectures.
• Ability to implement ideas from research literature into proof-of-concept models.
• Practical approach to researching machine learning solutions.

Responsibilities

• Design and test novel AI solutions for business problems.
• Own full research projects from understanding to implementation.
• Keep up with NLP and ML fields and literature.

Skills

Machine Learning

NLP

Deep Learning

Conversational AI

Prompt Engineering

Team Collaboration

Communication

Education

Degree in Computer Science or related field

Tools

Python

TensorFlow

PyTorch

Job description

Job Description

The Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting‑edge AI Agent system that pushes the boundaries of conversational AI. Gen3 is goal‑oriented, dynamic, and truly conversational, 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.

We are delighted to be hiring a Staff Machine Learning Scientist 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.

What You Will Do (Responsibilities)

• You’ll be part of a team responsible for designing and testing novel AI solutions for real business problems.
• You’ll own the full research projects end‑to‑end from understanding business requirements to design, implementation, experimentation and reporting.
• You’ll discuss your and others’ ideas in the research team regularly and provide peer review for your colleagues’ work.
• You’ll keep up with the NLP and ML fields and literature and introduce new concepts discovered as potential solutions to our business problems.
• You’ll work closely with AI engineers helping them implement your designs into our production system.
• You’ll use suitable tools and technologies for rapid implementation and quickly testing your hypotheses while keeping in mind the requirements of future production implementation.
• You’ll collaborate with Product managers and other non‑technical stakeholders to discover product roadmap.

Who You Are

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc.
• Proven record of Machine Learning or NLP research, ideally in industry.
• Knowledge of building deep learning neural network architectures, ideally with focus on NLP.
• Ability to implement ideas from research literature into proof‑of‑concept models.
• Practical approach for researching machine learning solutions to business problems.
• Huge bonus if you have experience with LLMs, Prompt Engineering and AI Agent Context Management.
• Ideally have experience with conversational AI and voice technologies, including text‑to‑speech (TTS) and speech‑to‑speech (STS).
• 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.
• Great communication skill 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, designers, and other stakeholders.
• Discovery and ideation – ability to identify new opportunities within the product area, as well as prioritize and champion these ideas.

The Interview Process

• Initial Call with Talent Team – 15 minutes.
• Interview with one member of the Hiring Team – 45 minutes.
• Take‑home technical / research challenge.
• Technical interview with two of our scientists to talk more in‑depth about your technical experience and answer any questions you might have – 1 hour.
• 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.

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.

Equal Opportunity Employer

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.

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.

Our Hybrid Working Experience

We believe 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 while also giving our people the flexibility to work remotely for part of the week.

Fairness & Transparency

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Accessibility

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 [e-mail] with your specific accommodation request.