Senior Staff ML Engineer
Senior Staff ML Engineer
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Job Alert
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$ 206000 - 308000
1 Vacancy
Job Description
Job Description
Zendesks people have one goal in mind: to make Customer Experience better. Our products help more than 125000 global brands (AirBnb Uber JetBrains Slack among others) make their billions of customers happy every day.
The AI/ML Platform team is at the forefront of this mission. We build the foundation that powers every AI-driven experience at Zendesk enabling product teams to build evaluate and deploy state-of-the-art Large Language Model (LLM) applications reliably and at scale.
Were looking for a Senior Staff ML Engineer to set the technical vision and architecture for Zendesks next generation of GenAI infrastructure and platform. Youll be the primary technical authority for systems like our LLM Proxy model evaluation frameworks agent orchestration tools and multi-model routing ensuring they are secure scalable performant cost-efficient and future-proof.
This is a hands-on architecture and leadership role youll design high-impact systems mentor senior engineers and work across product and platform teams to ensure GenAI capabilities are consistently delivered with excellence.
What you get to do every day
Own the end-to-end architecture for Zendesks GenAI platform ensuring alignment with business goals and technical best practices.
Set technical direction for core systems including LLM Proxy agent orchestration layers evaluation and benchmarking pipelines and model observability tooling
Design and implement model routing fallback strategies and A/B testing infrastructure for LLMs from multiple vendors
Establish engineering standards for safety latency cost attribution and reliability across all GenAI services.
Coach Staff and Senior Engineers providing deep technical guidance and fostering a culture of technical excellence.
What you bring to the role
10 years in ML/AI engineering including at least 3 years in staff/principal-level platform or infrastructure leadership roles..
Expertise in LLM systems multi-model orchestration and GenAI infrastructure patterns
Proven ability to design complex distributed systems with high reliability security and scalability requirements
Strong experience with AWS GCP or Azure; Kubernetes; Docker; and distributed event-driven architectures
Fluency in Python and at least one other server-side language (Java Scala Golang or Ruby).
Track record of driving alignment across multiple engineering teams and influencing product direction.
Preferred Qualifications
Background in agentic architectures and complex workflow orchestration for AI agents.
Experience and contributions to enterprise-scale ML platforms.
What our tech stack looks like
Our code is written in Python.
Our servers live in AWS.
LLM Vendors: OpenAI Anthropic Google Llama
Infra: Kubernetes Docker Kafka AWS
What we offer
Full ownership of the projects you work on.
What you will be doing will have a huge impact.
Team of passionate people who love what they do.
Exciting projects ability to implement your own ideas and improvements.
Opportunity to learn and grow.
...and everything you need to be effective and maintain work-life balance
Flexible working hours.
Professional development funds.
Comfortable office and a remote setup.
Choice of your laptop and other equipment.
Premium Medical Insurance as well as Private Life Assurance.
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 in-office 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 pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.
Required Experience:
Staff IC
Employment Type
Full-Time
