Senior Machine Learning Engineer (Zendesk AI Agents)

Key Skills

Aartificial intelligence, Deep Learning, Elasticsearch, Large Language Models - LLMs, Machine learning techniques, MongoDB, Natural Language Processing (NLP), NoSQL, Python Programming, TensorFlow

Job Description

This role will work on implementing the Zendesk AI Agent (Ultimate) product.

Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

We want to transform how tens of millions of people work in customer service. So, we need a team of world-class talent. As a Senior Machine Learning Engineer, you’re at the heart of our ambitious growth plans. You’ll be an integral part of the Company from Day 1.

The core of your role is designing and developing our machine learning system, which drives our conversational software. You’ll be foundational in applying and iterating the latest research in machine learning, deep learning and NLP. The goal: to build the world’s best customer service automation platform, which empowers businesses to deliver exceptional customer experiences at scale and in all languages.

You will brainstorm and build with our AI, product and engineering teams. You are naturally analytical and confidently develop and improve complex neural network architectures. Growth, innovation, and tough problems excite you. You are driven by deploying AI technologies to solve real world problems and keep abreast of developments in the field. Finally, you thrive in an agile and creative environment and can work closely with all cross-functional teams to achieve your goals.

Responsibilities:

• You'll be part of a team responsible for maintaining and developing our core AI technologies which support millions of monthly conversations, using Python.

• You'll work closely with the AI Researchers and turn their prototypes into production-grade AI services and enhance the performance and capabilities of our core NLP.

• You'll own the full development and operations cycle of a product, whilst helping to ensure our systems are running correctly and efficiently.

• You'll use industry-proven tools such as git, and practices such as CI/CD in an agile setup.

• You'll be joining a cross-functional team. Aside from data engineers, our teams have Backend Engineers, AI Researchers, Platform Engineers, and Frontend Engineers.

Your Profile:

• A quantitative or technical degree, e.g. Computer Science, Machine Learning, etc.

• Experience in various LLM frameworks (i.e Langchain, LangGraph, Instructor)

• 2+ years of relevant experience in building large-scale machine learning or deep learning models in Python, Tensorflow (or other deep learning frameworks)

• 4+ years of experience writing robust code by using OOP principles and unit tests for live production systems and working with large datasets.

• A great understanding of microservices architecture and experience in various Python web frameworks such as Tornado, FastAPI etc.

• Experience in using container orchestration systems (i.e Kubernetes) and machine learning workflow tools (i.e Kubeflow).

• Experience in using NoSQL databases and search engines i.e MongoDB, Elasticsearch.

• Familiar with Google Cloud tools and the services it offers.

• A positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver.

• You can speak, write and express yourself in English – our company’s working language – in a professional context.

The Interview Process

We want our process to be smooth and transparent, as much as possible:

• Intro chat with our Talent Partner - 15 minutes

• Interview with Hiring Manager - 45 minutes

• Take home task - 1-3 hours work

• Technical Interview - 1 hour

• Final Interview with Hiring Manager - 30 mins

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.

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.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.