Senior Machine Learning Engineer - AI Agents
Senior Machine Learning Engineer - AI Agents
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Job Description
Job Description
Ultimate were acquired by Zendesk in March 2024 weve become even more powerful. Together with Zendesk were joining forces to build the worlds most advanced AI agents in CX.
The Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3 a cuttingedge AI Agent system thats pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; its a goaloriented dynamic and truly conversational system capable of reasoning planning and adapting to user needs in realtime. By leveraging a multiagent architecture and advanced language models Gen3 delivers personalized and engaging user experiences moving beyond scripted interactions to handle complex tasks and offscript inquiries with ease.
As a Senior Machine Learning Engineer youll be responsible for designing and developing the core ML system that drives this conversational software across modalities. Youll apply the latest research in machine learning deep learning and NLP to build the worlds best customer service automation platform empowering businesses to deliver exceptional customer experiences at scale and in all languages.
You will brainstorm and build with our AI product and engineering teams. Growth innovation and tough problems excite you. You are driven by deploying AI technologies to solve real world problems and keep abreast of developments in the field. Finally you thrive in an agile and creative environment and can work closely with all crossfunctional teams to achieve your goals.
Your Responsibilities:
Youll be part of a team responsible for maintaining and developing our core AI technologies which support millions of monthly conversations using Python.
Youll work closely with the AI Researchers and turn their prototypes into productiongrade AI services and enhance the performance and capabilities of our core NLP.
Youll own the full development and operations cycle of a product whilst helping to ensure our systems are running correctly and efficiently.
Youll use industryproven tools such as git and practices such as CI/CD in an agile setup.
Youll be joining a crossfunctional team. Aside from data engineers our teams have Backend Engineers AI Researchers Platform Engineers and Frontend Engineers.
Who you are:
You have a quantitative or technical degree e.g. Computer Science Machine Learning etc.
You have experience in various LLM frameworks (i.e Langchain LangGraph Instructor)
You have 2 years of relevant experience in building largescale machine learning or deep learning models in Python Tensorflow (or other deep learning frameworks)
You have 4 years of experience writing robust code by using OOP principles and unit tests for live production systems and working with large datasets.
You have a great understanding of microservices architecture and experience in various Python web frameworks such as Tornado FastAPI etc.
You have experience in using container orchestration systems (i.e Kubernetes) and machine learning workflow tools (i.e Kubeflow).
You have experience in using NoSQL databases and search engines i.e MongoDB Elasticsearch.
You are familiar with Google Cloud tools and the services it offers.
You are a positive proactive team player who is passionate about their craft is keen to take part in product discussions and cares about helping the team deliver.
You can speak write and express yourself in English our companys working language in a professional context.
The Interview Process:
We are excited to learn more about you so we want to be transparent about what you can expect from our interview process:
1. Initial Call with Talent Team 15 mins
2. Interview with one member of the Hiring Team 45 minutes
3. Takehome technical challenge
4. A technical interview with two of our developers to talk more indepth about your technical experience and answer any questions you might have 1 hour
5. Final interview with 2 of the following: CTO or Engineering Manager/Director 45 minutes
About Zendesk
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly focus on innovation and scale with their growth.
More than 100000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco Zendesk has operations in the United States Europe Asia Australia and South America.
Interested in knowing what we do in the community Check out the Zendesk Neighbor Foundation to learn more about how we engage with and provide support to our local communities.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry physical or mental disability military or veteran status or any other characteristic protected by applicable law.
By submitting your application you agree that Zendesk may collect your personal data for recruiting global organization planning and related purposes. Zendesks Candidate Privacy Notice explains what personal information Zendesk may process where Zendesk may process your personal information its purposes for processing your personal information and the rights you can exercise over Zendesks use of your personal information.
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Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific inoffice schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.
Required Experience:
Senior IC
Employment Type
Full-Time
