Senior ML Scientist - NLP & AI for Scalable CX

Joinimagine; Kraków; Hybrid; PLN 240,000 - 360,000; Full time

Job summary

Zendesk in Kraków is seeking a Senior Machine Learning Scientist to drive development, evaluation, and deployment of novel ML/AI models powering intelligent automation for customer service.

You will collaborate with engineers and product managers, run rigorous experiments (offline/online, A/B), and productionize ML solutions on AWS, Kubernetes, and data pipelines.

The role requires MSc or PhD, deep NLP/LLM knowledge, Python and PyTorch proficiency, and a track record of research that ships.

Qualifications

• MSc or PhD in computer science, electrical engineering, math, or related fields.
• Deep knowledge of ML theory and NLP/LLM techniques.
• Ability to conduct independent research and deliver production‑grade ML solutions.
• Strong Python skills and experience with ML frameworks (preferably PyTorch).
• Experience with large‑scale experimentation (A/B testing) and data analysis.
• Strong collaboration and communication abilities.
• Be pragmatic and results oriented.

Responsibilities

• Research, prototype, and develop state‑of‑the‑art NLP/ML models for use cases like intent detection, chatbots, and routing.
• Design and run rigorous experiments (offline/online, A/B) to improve model accuracy and robustness.
• Work with ML Engineers to productionize ML solutions—data pipelines, scalable serving, and monitoring.
• Analyze large multilingual customer interaction datasets to derive insights and new solutions.
• Present work to a global audience and participate in technical reviews.

Skills

ML theory

NLP/LLM

Python

PyTorch

AB testing

Data analysis

Collaboration

Pragmatic

Education

MSc or PhD in CS/EE/math

Tools

AWS Batch

Kubernetes

Docker

Kafka

S3

RDS MySQL

Redis

ElasticSearch

Snowflake

Aurora

Job description

Zendesk in Kraków is seeking a Senior Machine Learning Scientist to drive development, evaluation, and deployment of novel ML/AI models powering intelligent automation for customer service.

You will collaborate with engineers and product managers, run rigorous experiments (offline/online, A/B), and productionize ML solutions on AWS, Kubernetes, and data pipelines.

The role requires MSc or PhD, deep NLP/LLM knowledge, Python and PyTorch proficiency, and a track record of research that ships.