Senior Machine Learning Scientist

Zendesk; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

A technology company is seeking a Senior Machine Learning Scientist to drive innovative AI solutions. You will lead research projects and collaborate with cross-functional teams to enhance customer experience. Ideal candidates will have a strong background in machine learning, NLP, and deep learning, with a degree in a related field. This role offers the opportunity to impact product development in a dynamic environment.

Qualifications

• Proven record of machine learning or NLP research, ideally in industry.
• Ability to translate ideas from research literature into proof-of-concept models.
• Experience with conversational AI and voice technologies is preferred.

Responsibilities

• Design and test novel AI solutions.
• Own research projects from design to reporting.
• Collaborate with AI engineers and product managers.

Skills

Machine learning

Natural Language Processing (NLP)

Deep learning neural networks

Team collaboration

English fluency

Education

Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics

Job description

Overview

The Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that is goal-oriented, dynamic, and truly conversational. Gen3 is 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, handling complex tasks and off-script inquiries with ease.

We are delighted to be hiring a Senior Machine Learning Scientist for the AI Agent product at Zendesk. You will own a designated product area and help revolutionize how our customers experience our products. This is an exciting opportunity to bridge cutting-edge ML research and real-world impact, with the freedom to shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team.

Responsibilities

• Design and test novel AI solutions for real business problems.
• Own full research projects end-to-end from understanding business requirements to design, implementation, experimentation, and reporting.
• Discuss ideas within the research team and provide peer review for colleagues’ work.
• Stay up to date with NLP and ML literature and introduce new concepts as potential solutions to business problems.
• Collaborate with AI engineers to implement designs into production systems.
• Use suitable tools and technologies for rapid implementation and quick hypothesis testing while considering future production requirements.
• Collaborate with Product managers and other non-technical stakeholders to discover the product roadmap.

Who you are

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, or related fields.
• 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 translate ideas from research literature into proof-of-concept models.
• Practical approach for researching machine learning solutions to business problems.
• Significant experience with LLMs and prompt engineering.
• Bonus for experience with AI Agent Context Management.
• Experience with conversational AI and voice technologies, including text-to-speech (TTS) and speech-to-speech (STS) is preferred.
• Proactive team player with strong communication skills and fluency in English.

How we measure success in this role

• Alignment of your work with the overall product roadmap and strategic goals.
• Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders.
• Ability to identify new opportunities within the product area and prioritize and champion them.

The Interview Process

We are excited to learn more about you and are transparent about what to 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/research challenge
4. A technical interview with two of our scientists to discuss your technical experience and questions – 60 minutes
5. Final interview with two of the following: CTO or Engineering Manager/Director – 45 minutes

About Zendesk

Zendesk builds software for better customer relationships, empowering organizations to improve customer engagement and understand their customers. Zendesk products are easy to use and implement, providing flexibility to move quickly, focus on innovation, and scale with growth.

More than 100,000 paid customer accounts in over 150 countries use Zendesk. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

We are committed to diversity and inclusion. Zendesk is an equal opportunity employer and considers applicants without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you consent to Zendesk collecting your personal data for recruiting and related purposes. Zendesk’s Candidate Privacy Notice explains what personal information may be processed and your rights. For more information, please review Zendesk’s policies.