Zendesk

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.

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.