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 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.