Senior Machine Learning Scientist

📋 Description

• • Join Zendesk, a global leader in customer experience software, and contribute to the intelligent heart of customer service. Our mission is to empower customer experience teams by automating repetitive tasks and enabling them to focus on more complex, sophisticated problems. You will be instrumental in leveraging cutting-edge Machine Learning (ML) algorithms to enhance our AI capabilities, directly impacting how billions of customers interact with over 125,000 global brands like Airbnb, Uber, and Slack.
• • As a Senior Machine Learning Scientist, you will be an integral part of a dynamic, multi-functional team, working in close collaboration with fellow scientists, skilled engineers, and insightful product managers. Your contributions will directly shape Zendesk's research roadmap, focusing on the development and refinement of efficient ML solutions that power critical AI functionalities. This includes, but is not limited to, intelligent triage systems that automatically categorize and route customer inquiries, and admin center recommendations that provide proactive guidance to support agents.
• • You will have the opportunity to pair with applied ML scientists, gaining deep insights into our established technology stack and architectural principles. This collaborative learning environment is designed to accelerate your understanding and integration into our ongoing projects.
• • A core aspect of your role will involve researching, building, and continuously improving sophisticated AI solutions. These solutions are designed to have a significant and measurable impact on customer support operations, enhancing efficiency, accuracy, and overall customer satisfaction.
• • You will tackle meaningful and challenging problems that require the application of recent ML techniques. This includes, but is not limited to, advanced neural networks for pattern recognition and prediction, and sophisticated information retrieval methods for efficient data access and analysis.
• • Beyond research and development, you will play a key role in supporting the productionization of ML techniques. This involves learning and applying best practices for designing scalable, robust, and maintainable AI systems that can operate effectively in a high-volume production environment.
• • You will be part of a global team of hardworking, experienced, and humble colleagues. This collaborative atmosphere fosters knowledge sharing and mutual growth, creating an environment where innovation thrives.
• • A significant part of your role will involve presenting your work to a multi-disciplinary, global audience. This requires clear, concise communication of complex technical concepts to both technical and non-technical stakeholders, honing your presentation and communication skills.
• • Staying at the forefront of the ML and Natural Language Processing (NLP) fields is crucial. You will be expected to stay up-to-date with the latest literature, research papers, and industry trends, and actively share this knowledge internally to foster a culture of continuous learning and innovation within the team.
• • You will champion initiatives aimed at enhancing the quality, robustness, and overall effectiveness of Zendesk's AI capabilities. This proactive approach ensures our AI solutions remain state-of-the-art and consistently deliver value to our customers.
• • This role offers significant ownership of the product features you implement, allowing you to see your work through from conception to deployment and impact. The work you do will have a huge impact on our customers and the future of customer experience technology.
• • You will join a team of passionate individuals who genuinely love what they do, creating an energetic and motivating work environment. You will have the opportunity to work on exciting features, implement your own ideas, and drive improvements that shape the future of our product.
• • This position offers ample opportunities for learning and professional growth, with the possibility to specialize in areas such as AI security, performance optimization, and system reliability, ensuring your career development is supported and aligned with your aspirations.