Senior Machine Learning Engineer

Job Description

Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

The GenBot group is revolutionizing the generative chatbot and AI assistance landscape with AI Agent Essential, a cutting-edge AI Agent system that\’s pushing the boundaries of conversational AI.

AI Agent Essential is not your typical chatbot; it\’s a dynamic, and truly conversational system capable of reasoning and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, AI Agents Essential 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 Senior Machine Learning Engineer for the AI Agent product at Zendesk. You will own a designated product area and revolutionize how our customers experience our products. This is an exciting opportunity to bridge the gap between cutting-edge ML research and real-world impact.

You\’ll have the freedom to shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team.

Key responsibilities:

• You\’ll be part of a team responsible for maintaining and developing our core AI technologies which support millions of monthly conversations, using Python.
• You\’ll work closely with the AI Researchers and turn their prototypes into production-grade AI services and enhance the performance and capabilities of our core LLM products.
• You\’ll own the full development and operations cycle of a product, whilst helping to ensure our systems are running correctly and efficiently.
• You\’ll use industry-proven tools and practices in an Agile setup.
• You\’ll be joining a cross-functional team. Our teams have AI Researchers, Frontend Engineers and Backend Engineers.

Who you are:

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc.
• Experience in various LLM frameworks (Langchain, LangGraph, Instructor, etc.)
• Experience writing robust Python code and implementing best practices for live production systems.
• A great understanding of microservices architecture and experience in various Python web frameworks such as Tornado, FastAPI, etc.
• Experience in using CI/CD tools, container/orchestration systems (Kubernetes, Docker), observability tools (Grafana/Datadog), NoSQL databases (MongoDB, Elasticsearch, etc.) and cloud technologies (GCP/AWS).
• Huge bonus if you have experience with conversational AI.
• Team player and highly self-motivated, with a strong sense of ownership and accountability.
• Great communication skills and fluency in English.

How do we measure success in this role?

• How well your work aligns with the overall product roadmap and strategic goals.
• Effectiveness in collaborating with product managers, engineers and other stakeholders.
• Discovery and Ideation – ability to identify new opportunities within the product area, as well as their ability to prioritize and champion these ideas.
• Ability to coach other ML Engineers in your team.
• Technical leadership of the ML initiatives in your team.

Hiring Process:

• Talent Partner Call: 15 mins
• Hiring Manager Interview: 30 mins
• Take Home Technical Challenge
• Technical Interview: 1 hour
• Final Interview: 45 mins

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 we’re 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.

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.

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