Senior Machine Learning Engineer

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Job Description

Ultimate was acquired by Zendesk in March 2024, making us even more powerful. Together, we are building the world’s most advanced AI agents in CX.

The GenBot group is revolutionizing the generative chatbot and AI assistance landscape with AI Agent Essential, a cutting-edge system that pushes the boundaries of conversational AI.

AI Agent Essential is a dynamic, conversational system capable of reasoning and adapting to user needs in real-time, leveraging multi-agent architecture and advanced language models to deliver personalized experiences and handle complex, off-script inquiries.

We are hiring a Senior Machine Learning Engineer for the AI Agent product at Zendesk. You will own a product area and help revolutionize customer experience, bridging cutting-edge ML research and real-world impact. You will shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team.

Key Responsibilities

• Maintain and develop core AI technologies supporting millions of conversations using Python.
• Work closely with AI Researchers to turn prototypes into production-grade AI services, enhancing our core LLM products.
• Own the full development and operations cycle of a product, ensuring systems run efficiently.
• Use industry-proven tools and practices in an Agile environment.
• Collaborate within a cross-functional team comprising AI Researchers, Frontend, and Backend Engineers.

Who You Are

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, or related fields.
• Experience with LLM frameworks (Langchain, LangGraph, Instructor, etc.).
• Proficient in writing robust Python code and implementing best practices for live systems.
• Understanding of microservices architecture and experience with Python web frameworks like Tornado, FastAPI.
• Experience with CI/CD, container/orchestration systems (Kubernetes, Docker), observability tools (Grafana/Datadog), NoSQL databases (MongoDB, Elasticsearch), and cloud platforms (GCP/AWS).
• Bonus: experience with conversational AI.
• Team player, self-motivated, with a strong sense of ownership and accountability.
• Excellent communication skills and fluency in English.

Success Metrics

• Alignment of work with product roadmap and strategic goals.
• Effective collaboration with stakeholders.
• Ability to identify and prioritize new opportunities.
• Coaching and technical leadership within the team.

Hiring Process

• Talent Partner Call (15 mins)
• Hiring Manager Interview (30 mins)
• Take-Home Technical Challenge
• Technical Interview (1 hour)
• Final Interview (45 mins)

About Zendesk

Zendesk builds software for better customer relationships, empowering organizations to improve engagement and understanding. With over 100,000 customer accounts globally, Zendesk operates worldwide from its headquarters in San Francisco.

We value diversity and inclusion and are an equal opportunity employer. We also support reasonable accommodations for applicants with disabilities. For more info, contact peopleandplaces@zendesk.com.

Work Environment

Hybrid model: in-office and remote work options, with specific schedules to be determined by the hiring manager.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and IT
• Industry: Software Development