Zendesk
Overview
The AI Agents org is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that is pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it is a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease. We are delighted to be hiring a Staff Machine Learning Scientist for the AI Agent product at Zendesk. This is an exciting opportunity for a senior-level leader to bridge cutting-edge ML research and real-world impact, actively defining that bridge. You will shape our product vision through bottom-up innovation, rapid prototyping, and the establishment of best practices. You will have the freedom to discover and champion new product ideas, mentor junior scientists, and work alongside a cross-functional team to build the world’s most advanced AI agents in CX. Key Responsibilities
Pioneer Product Vision and Innovation: Partner with product managers and stakeholders to discover and define the product roadmap. Champion bottom-up innovation, bringing forward novel ideas and research to influence the team’s strategic direction. Lead Rapid Prototyping: Own the full research and development lifecycle from ideation to implementation, translating business requirements into technical designs and rapidly implementing and testing hypotheses to validate solutions for future production. Standardize Research and Evaluation: Establish and evangelize research standards and best practices for evaluating our AI agents, ensuring consistency and rigor in measurement of success. Mentor and Enable the Team: Act as a force multiplier, mentoring other scientists and engineers, and helping non-technical stakeholders, like Product Managers, understand the technical landscape. Drive End-to-End Projects: Own complex product areas, guiding the team through the full project lifecycle from ideation to experimentation and reporting. Stay at the Forefront of Research: Keep up with the latest advancements in NLP and ML, introducing new concepts and literature as potential solutions to business problems. Collaborate and Peer Review: Regularly discuss and peer-review research ideas with colleagues, contributing to a culture of shared learning and continuous improvement. Who You Are
A Proven Innovator: Strong track record of Machine Learning or NLP research, ideally in a senior industry role; known for identifying and framing problems as well as solving them. Expert in Deep Learning: Deep knowledge of building deep learning architectures with a focus on NLP; ability to translate research ideas into robust proof-of-concept models. Experienced with Generative AI: Significant experience with LLMs, Prompt Engineering, and AI Agent Context Management. Experience with conversational AI and voice technologies, including text-to-speech (TTS) and speech-to-speech (STS) is a plus. A Collaborative Leader: Positive, proactive, and team-oriented; engaged in product discussions and effective communication; supportive of others’ success. The Right Qualifications: Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, or a related field. How We Measure Success
Strategic Impact: Your work aligns with the product roadmap and strategic goals. Mentorship and Team Growth: Demonstrated improvement in team capabilities and output through mentorship. Bottom-Up Innovation: Identification and championing of new opportunities leads to tangible product improvements. Research Standardization: Adoption of research evaluation frameworks that improve quality and rigor. Collaboration: Effectiveness in cross-functional collaboration bridges technical and non-technical gaps. The Interview Process
Initial Call with Talent Team – 15 mins Interview with one Hiring Team member – 45 mins Take-home technical/research challenge Technical interview with two scientists – 1 hour Final interview with 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, giving organizations the flexibility to move quickly, focus on innovation, and scale with growth. More than 100,000 paid customer accounts in over 150 countries use Zendesk products. Zendesk is based in San Francisco with operations in the US, Europe, Asia, Australia, and South America. Zendesk is an equal opportunity employer and fosters diversity, equity, and inclusion in the workplace. We are committed to reasonable accommodations for applicants with disabilities during the recruitment process.
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The AI Agents org is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that is pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it is a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease. We are delighted to be hiring a Staff Machine Learning Scientist for the AI Agent product at Zendesk. This is an exciting opportunity for a senior-level leader to bridge cutting-edge ML research and real-world impact, actively defining that bridge. You will shape our product vision through bottom-up innovation, rapid prototyping, and the establishment of best practices. You will have the freedom to discover and champion new product ideas, mentor junior scientists, and work alongside a cross-functional team to build the world’s most advanced AI agents in CX. Key Responsibilities
Pioneer Product Vision and Innovation: Partner with product managers and stakeholders to discover and define the product roadmap. Champion bottom-up innovation, bringing forward novel ideas and research to influence the team’s strategic direction. Lead Rapid Prototyping: Own the full research and development lifecycle from ideation to implementation, translating business requirements into technical designs and rapidly implementing and testing hypotheses to validate solutions for future production. Standardize Research and Evaluation: Establish and evangelize research standards and best practices for evaluating our AI agents, ensuring consistency and rigor in measurement of success. Mentor and Enable the Team: Act as a force multiplier, mentoring other scientists and engineers, and helping non-technical stakeholders, like Product Managers, understand the technical landscape. Drive End-to-End Projects: Own complex product areas, guiding the team through the full project lifecycle from ideation to experimentation and reporting. Stay at the Forefront of Research: Keep up with the latest advancements in NLP and ML, introducing new concepts and literature as potential solutions to business problems. Collaborate and Peer Review: Regularly discuss and peer-review research ideas with colleagues, contributing to a culture of shared learning and continuous improvement. Who You Are
A Proven Innovator: Strong track record of Machine Learning or NLP research, ideally in a senior industry role; known for identifying and framing problems as well as solving them. Expert in Deep Learning: Deep knowledge of building deep learning architectures with a focus on NLP; ability to translate research ideas into robust proof-of-concept models. Experienced with Generative AI: Significant experience with LLMs, Prompt Engineering, and AI Agent Context Management. Experience with conversational AI and voice technologies, including text-to-speech (TTS) and speech-to-speech (STS) is a plus. A Collaborative Leader: Positive, proactive, and team-oriented; engaged in product discussions and effective communication; supportive of others’ success. The Right Qualifications: Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, or a related field. How We Measure Success
Strategic Impact: Your work aligns with the product roadmap and strategic goals. Mentorship and Team Growth: Demonstrated improvement in team capabilities and output through mentorship. Bottom-Up Innovation: Identification and championing of new opportunities leads to tangible product improvements. Research Standardization: Adoption of research evaluation frameworks that improve quality and rigor. Collaboration: Effectiveness in cross-functional collaboration bridges technical and non-technical gaps. The Interview Process
Initial Call with Talent Team – 15 mins Interview with one Hiring Team member – 45 mins Take-home technical/research challenge Technical interview with two scientists – 1 hour Final interview with 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, giving organizations the flexibility to move quickly, focus on innovation, and scale with growth. More than 100,000 paid customer accounts in over 150 countries use Zendesk products. Zendesk is based in San Francisco with operations in the US, Europe, Asia, Australia, and South America. Zendesk is an equal opportunity employer and fosters diversity, equity, and inclusion in the workplace. We are committed to reasonable accommodations for applicants with disabilities during the recruitment process.
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