Senior Machine Learning Engineer

Job Description

Zendesks people have one goal in mind: to make Customer Experience better.

The Enterprise Machine Learning team drives organizational value through scalable ML solutions and data-driven insights fundamentally changing how business decisions are made. We collaborate closely with stakeholders applying the latest advances in machine learning deep learning and large language models (LLMs) to create highly impactful outcomes. Our commitment is to advance the state of AI statistical modeling and robust system design to enhance and expand our core business capabilities.

Role Overview:

As a Machine Learning Engineer you will serve as a technical and strategic member within the team driving the development and deployment of advanced data science and machine learning solutionsparticularly those harnessing LLMs and deep learning. You will architect and scale ML systems foster effective cross-functional collaborations and ensure that business value is embedded in every technical decision. Your business acumen allows you to translate complex analytical approaches into actionable insights and stakeholder-friendly narratives strengthening partnership and adoption across the enterprise.

Key Responsibilities:

• Drive the design development and deployment of advanced ML and AI solutions with an emphasis on large language models (LLMs) deep learning architectures and sophisticated statistical modeling.

• Build scalable robust data science systemsfrom data ingestion data curation data modeling to algorithm development model deployment and monitoringmeeting enterprise-grade performance reliability and compliance standards.

• Act as a subject matter expert collaborating with data scientists ML engineers analysts and business stakeholders to understand needs define requirements and deliver practical solutions with measurable business impact.

• Effectively articulate complex technical concepts to non-technical partners bridging gaps between technical teams and business operations for maximum results.

• Drive adoption of best practices in MLOps including CI/CD pipelines containerization orchestration observability and reproducibility.

• Oversee and enhance the integrity security and compliance of all data science workflows and contracts.

• Stay abreast of the latest industry advancements in ML LLMs deep learning cloud data engineering and MLOps solutions (AWS Kubernetes Snowflake etc.).

• Fostering technical excellence and ensuring alignment with business objectives.

What We are Looking For:

• Education & Experience:

  • 3 years experience in Data Science Machine Learning or a related field

  • BA/BS in Computer Science Data Science or related discipline (advanced degree is highly preferred)

• Technical Expertise:

  • Deep expertise in statistical modeling machine learning and deep learning (including practical experience with LLMs and transformers)

  • Strong programming skills (Python preferred; Java Scala or similar also valued)

  • Proven ability to build and optimize scalable data science solutionsend-to-endfrom data pipelines (dbt Astronomer Snowflake AWS) to deployment and monitoring (Docker Kubernetes CI/CD MLOps best practices)

  • Experience handling and analyzing large datasets with a preference for experience in cloud data warehouses (Snowflake)

• Business Acumen:

  • Demonstrated success in translating business needs into analytical solutions driving quantifiable impact

  • Strong stakeholder engagement skills with a track record of building trusted business partnerships and driving adoption of data science initiatives

• Communication & Collaboration:

  • Exceptional ability to simplify and communicate complex data science concepts to technical and non-technical audiences alike

  • Experience working cross-functionally with engineers analysts and product leaders

  • Steadfast commitment to continuous learning collaboration and fostering an inclusive innovative team environment

Why You Will Thrive Here:

• Opportunity to develop and scale of LLM and deep learning solutions with real-world business impact

• An environment that values innovation ownership and professional growth

• The chance to work on high-visibility high-impact projects at scale alongside a passionate multidisciplinary team

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 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.

As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.

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.