Senior Machine Learning Scientist

Zendesk is a company that helps more than 125,000 global brands improve customer experience using intelligent automation and AI technologies. Their AI/ML team focuses on empowering customer service teams by solving repetitive tasks using state-of-the-art Machine Learning and AI algorithms.

• MSc degree (PhD preferred) in computer science, electrical engineering, math, or related fields.
• Deep knowledge of ML theory, algorithms, and modern NLP/LLM techniques.
• Proven ability to conduct independent research and deliver production-grade ML solutions.
• Strong coding skills in Python and experience with ML frameworks, preferably PyTorch.
• Experience with large-scale experimentation (A/B testing), data analysis, and performance tracking.
• Strong collaboration and communication skills.
• Pragmatic and results-oriented approach.

• Research, prototype, and develop state-of-the-art NLP/ML models for intent detection, auto-assist, chatbots, and intelligent routing.
• Design and execute rigorous experiments and evaluations including offline/online and A/B testing.
• Collaborate with ML Engineers to productionize solutions, including data pipelines, scalable model serving, and monitoring.
• Analyze large, multilingual customer interaction datasets to uncover insights.
• Participate in technical reviews and share knowledge of ML methodologies and best practices.
• Present work to a global, multidisciplinary audience.
• Stay updated with recent literature in Machine Learning and Natural Language Processing.
• Champion initiatives to improve quality and robustness of Zendesk AI.
• Mentor junior scientists to grow the ML research culture.

Applicants based in the United States are informed about their EEO rights under the law. Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion. Reasonable accommodations are available for applicants with disabilities during the hiring process.