Job Overview
Location
Remote, Singapore
Job Type
Full-time
Category
Engineering
Date Posted
March 31, 2026
Full Job Description
đź“‹ Description
- • Lead end-to-end design, development, and deployment of novel ML/LLM models and algorithms—defining research agendas that shape Zendesk’s AI-powered roadmap.
- • Pioneer large, complex initiatives across product lines, such as building multilingual, real-time language/intent/sentiment analysis frameworks, conversational AI agents, and next-generation agent-assist solutions.
- • Define and drive experimentation standards, statistically robust offline/online evaluations, and model governance for compliance, fairness, and explainability.
- • Bridge cutting-edge research and production, collaborating with Engineering to build systems that scale globally and meet real-world performance constraints.
- • Mentor, guide, and develop Senior Scientists and Engineers, fostering a culture of scientific rigor, creativity, and technical excellence across the organization.
- • Represent Zendesk externally—publishing papers, speaking at conferences, and engaging with the wider ML/AI community.
- • Advise leadership on ML/AI technology strategy and assess emerging industry trends for integration into Zendesk solutions.
- • Mentor junior scientists and help grow the ML research culture.
🎯 Requirements
- • MSc degree (PhD preferred) in computer science, electrical engineering, math, or related areas.
- • Substantial track record of impactful research and deployment of ML/AI solutions at scale—preferably in NLP, LLMs or information retrieval.
- • Proven technical and research leadership across projects/teams; ability to define research vision and influence organizational direction.
- • Deep expertise in experimental design, statistical analysis, and ML science best practices.
- • Strong coding skills in Python; experience with ML frameworks (preferably PyTorch).
- • Experience with large-scale experimentation (e.g., A/B testing), data analysis, and performance tracking.
- • Outstanding mentorship and communication skills—able to both advance scientific discourse and influence engineering/product execution.
- • Be pragmatic and results oriented.
- • Recognized contributions to the scientific community (publications, open source, talks) a strong plus.
🏖️ Benefits
- • Competitive salary and equity package
- • Comprehensive health, dental, and vision plans
- • 401(k) retirement plan with company match
- • Generous paid time off and holidays
- • Professional development stipend
- • Remote work flexibility
- • Employee assistance program
Skills & Technologies
About Zendesk, Inc.
Zendesk, Inc. provides cloud-based customer service and engagement software that unifies support, sales, and customer communications. Its platform includes ticketing, messaging, knowledge bases, voice, AI bots, analytics, and workforce tools, integrating email, chat, social, phone, and self-service channels. Founded in 2007 and headquartered in San Francisco, the company serves over 100,000 paid customer accounts across industries worldwide, helping organizations improve customer satisfaction, agent productivity, and operational efficiency through scalable, open, and secure solutions.
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