Senior Engineering Manager (AI/ML)

Key Skills

Aartificial intelligence, AWS, Effective communication skills, GraphQL, Java Programming, Large Language Models - LLMs, Leadership Skill, Machine learning techniques, Node.js, People management, Python Programming, React.js

Job Description

At Zendesk, we are committed to building software that delivers seamless experiences to our customers. We are on the lookout for a visionary Senior Engineering Manager to lead our Agent Workspace Performance & Diagnostics Engineering Team in Singapore. This role is not just about managing a team; it's about steering innovative projects in machine learning and artificial intelligence from the ground up.

What you’ll be doing

As the Senior Engineering Manager, you'll be at the helm of a team of skilled developers, driving the creation of innovative products that leverage AI and machine learning. Your leadership will be pivotal in redefining complex technical ideas into tangible solutions that improve Zendesk's offerings.

• Lead Product Innovation: Spearhead the development of new products in machine learning, AI, and related fields, from inception to production deployment.

• Performance Engineering: Drive the team to deliver outstanding application performance, setting Zendesk apart in the market.

• Strategic Planning: Develop a roadmap for application performance improvements, ensuring alignment with business objectives.

• Team Growth: Expand the team's capabilities through strategic hiring and personalized coaching.

• Stakeholder Communication: Serve as the primary liaison, effectively communicating progress and challenges to stakeholders across the organization.

• Technical Mentorship: Provide technical guidance and support, fostering career growth among your team members.

What you bring to the role

Basic Qualifications:

• A strong background in full-stack application development with a passion for software engineering.

• Demonstrated experience in either technical leadership or people management, with a knack for nurturing high-performing teams.

• A history of proactive communication and stakeholder management, ensuring that all parties are aligned and informed.

Preferred Qualifications:

• Proficiency in AWS technologies and an understanding of how to leverage them for large-scale, real-time application development.

• Proven track record of planning multi-year roadmap in which shorter-term projects ladder to the long-term vision.

• Experience building and productionizing ML models within highly used products and services

• Strong understanding of Language Models (LLMs) and related technologies

Tech Stack

• Front End: Ember/React.js

• Back End: GraphQL, Node.js, Java, Python

• Platform: AWS

LI-ESKD

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.

Zendesk believes 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 whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.