Senior ML Scientist - NLP/AI for Scalable CX

Zendesk; Poland; Hybrid; PLN 250,000 - 450,000; Full time

Benefits offered by this job

Hybrid work model

Disability accommodations available

Job summary

Zendesk, a global leader in customer experience software, seeks a Senior Machine Learning Scientist to drive development, evaluation and deployment of ML/AI models at scale. You will work with engineers, product managers, and cross-functional teams to translate research into scalable solutions impacting millions of support interactions.

You will design state-of-the-art NLP/ML models for use cases like intent detection, auto‑assist, chatbots and agent routing; run rigorous experiments;

Qualifications

• Master's degree (PhD preferred) in CS, EE, math, or related field.
• Deep knowledge of ML theory and NLP/LLM techniques.
• Proven ability to conduct independent research and deliver production-grade ML solutions.
• Strong coding in Python; experience with ML frameworks (PyTorch).
• Experience with large-scale experimentation, data analysis, and performance tracking.
• Excellent collaboration and communication abilities.

Responsibilities

• Research and prototype NLP/ML models for use cases like intent detection and chatbots.
• Design rigorous offline/online experiments (A/B) to improve model accuracy.
• Collaborate with ML engineers to productionize ML solutions and monitoring.
• Analyze multilingual customer data to power new insights and solutions.
• Meld research findings into scalable features for Zendesk AI capabilities.
• Mentor junior scientists and grow the ML research culture.

Skills

ML theory

NLP/LLM techniques

Python

PyTorch

Large-scale experimentation

Data analysis

Collaboration

Communication

Education

MSc degree (PhD preferred)

Tools

AWS Batch

Kubernetes

Docker

Job description

Zendesk, a global leader in customer experience software, seeks a Senior Machine Learning Scientist to drive development, evaluation and deployment of ML/AI models at scale. You will work with engineers, product managers, and cross-functional teams to translate research into scalable solutions impacting millions of support interactions.

You will design state-of-the-art NLP/ML models for use cases like intent detection, auto‑assist, chatbots and agent routing; run rigorous experiments;