Zendesk

Senior Staff Machine Learning Engineer at Zendesk to lead end-to-end design, development, and deployment of novel ML/LLM models and algorithms for customer service. The role involves pioneering initiatives like multilingual analysis, conversational AI agents, and agent-assist solutions, defining experimentation standards, and bridging research with production systems. Responsibilities include mentoring, advising leadership on AI strategy, and representing Zendesk externally. Key challenges involve agentic operations, automation of customer service interactions, large-scale A/B testing, leveraging RAG and fine-tuning for conversational AI, operationalizing LLMs, and incorporating emerging AI advancements.

Staff Security Engineer to join the Threat Prevention Engineering team, focusing on driving large-scale security engineering initiatives that blend modern detection, automation, and AI-assisted workflows. The role involves owning the AI roadmap, architecting and operating cloud-native security data infrastructure, leading complex security engineering initiatives, building automation-first security workflows, and mentoring peers in AI tooling adoption.

Principal Voice AI Engineer to lead and accelerate voice and conversational AI initiatives, focusing on Speech and Natural Language Processing (NLP). The role involves spearheading the development and deployment of AI/ML technologies for voice-enabled customer experiences, overseeing research in ASR, TTS, LLMs, and conversational systems, and transforming advanced AI models into production systems.

Senior Machine Learning Scientist to work on an AI Agent system (Gen3) for Zendesk's chatbot and voice assistance. The role involves owning product areas, bridging ML research and real-world impact, shaping roadmaps, and collaborating with cross-functional teams. Responsibilities include designing and testing AI solutions, owning research projects end-to-end, discussing ideas, keeping up with NLP/ML literature, working with ML engineers, using tools for rapid implementation, and collaborating with product managers.

Staff ML Engineer to shape the architecture and strategy of Zendesk’s GenAI platform, leading cross-functional efforts to standardize evaluation, access, observability, and orchestration for LLMs across product lines, ensuring AI experiences are safe, performant, and trustworthy.

ML Scientist Intern role focused on researching, developing, and deploying NLP/ML models for customer experience automation, including intent detection, auto-assist, chatbots, and agent routing. Collaborates with engineers and product managers to translate research into scalable solutions, working with large datasets and exploring techniques like RAG and fine-tuning. Involves rigorous experimentation, productionization, and staying updated with ML/NLP literature.

Staff Machine Learning Engineer to own the ML surface of routing and presence products, transitioning from a rules-based engine to an agentic routing engine. The role involves end-to-end ML ownership from feature engineering and model design to production serving and monitoring, with a focus on applied ML for measurable customer outcomes at scale within a product engineering team. Responsibilities include designing experimentation frameworks, shaping the integration of classical ML and LLM components, and mentoring other engineers.

Senior Product Manager to own the AI agent infrastructure for the Forethought platform. This includes the reasoning engine, authoring tools, self-improvement mechanisms, and multi-channel infrastructure. The role requires guiding roadmap development, defining the authoring and configuration experience, setting quality standards for AI agent interactions, designing for multiple personas, and leading hypothesis-driven product development. Requires 5+ years in B2B SaaS PM with experience shipping AI/ML products, a deep understanding of language models and agentic architectures, and a track record of defining quantitative success metrics for AI systems.

This role is for a Senior ML Scientist focused on researching and building AI capabilities for customer experience, specifically intelligent triage and recommendations. The role involves collaborating with applied ML scientists and engineers, applying ML techniques like neural networks and information retrieval, and supporting the productionization of these models. It requires an MSc degree, strong Python and deep learning library skills, and a pragmatic, results-oriented approach. Knowledge of NLP, generative models, and information retrieval is preferred.

Staff Software Engineer for Zendesk's AI Copilot organization, focusing on leading the architecture and delivery of AI-powered product features. The role involves bridging product engineering and ML/science, integrating LLMs into production systems, and scaling AI capabilities for customer service agents. Requires strong software engineering background with experience in distributed systems, cloud infrastructure, and integrating ML models into production.

Senior Software Engineer to join AI Copilot organization, delivering AI-powered product features at scale. Focus on end-to-end ownership, integrating ML capabilities, building scalable backend services, and collaborating with ML Scientists and Product Management.

Senior Machine Learning Engineer to build and ship LLM-powered applications, including agent architectures and evaluation frameworks, on solid data foundations. The role involves end-to-end ownership from identifying needs to production deployment and iteration, with a focus on driving business outcomes and stakeholder collaboration.

This role focuses on evaluating and improving AI-driven support experiences by assessing model outputs for correctness, relevance, tone, safety, and reasoning. The Machine Learning Engineer I will refine evaluation rubrics, create datasets, analyze results to identify failure modes, and partner with cross-functional teams to translate findings into model improvements. The role requires strong attention to detail, clear communication, and practical experience with ML/NLP evaluation or data annotation.

Senior Software Engineer role focused on delivering AI/ML powered features at scale for Zendesk customers. The role involves working closely with ML Scientists, building tools for model experimentation and management, and contributing to scalable infrastructure for AI platforms. Experience with production AI delivery, LLM technology, and scalable applications is required.

Staff Software Engineer to join the Maquina team, focusing on building AI-powered procedures and conversational AI agents for customer experience. The role involves developing Ruby on Rails and TypeScript services, leading resolution of complex reliability problems, mentoring colleagues, and driving AI adoption. Experience with LLM integrations and enterprise-level AI feature implementation is required.

This role focuses on architecting and driving the transformation of MarTech stacks towards AI-driven orchestration, including piloting GenAI use cases, managing vendor evaluations, and establishing AI governance. It involves integrating core Martech platforms with AI applications and predictive models, and upskilling the marketing organization.

Zendesk is seeking a Data Scientist to develop and deploy AI capabilities for their agentic AI experience, focusing on retrieval and ranking models for their core AI search engine. The role involves full-stack ownership from data exploration to production rollout and monitoring, with a strong emphasis on scalability, reliability, and performance. Requires 3-5 years of experience shipping models to production, strong Python and software engineering skills, deep DS/ML knowledge, and comfort with MLOps (Docker, Kubernetes, cloud platforms).

Zendesk is seeking a Senior AI Data Engineer to build and scale the data infrastructure for their AI Copilot product, which provides AI-driven features for customer service agents. The role involves designing and maintaining ELT pipelines, supporting ML Scientists and Engineers, optimizing data models, implementing cost-saving strategies, and ensuring model monitoring and evaluation.

Staff Software Engineer focused on the end-to-end architecture and scaling of generative AI systems, specifically the inference services for Zendesk's App Builder. The role involves defining delivery patterns, optimizing for performance and cost, and mentoring engineers.