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.