Machine Learning Scientist

Overview

The Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting‑edge AI Agent system that pushes the boundaries of conversational AI. Gen3 is not your typical chatbot; it is a goal‑oriented, dynamic, 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  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.

• You’ll be part of a team responsible for designing and testing novel AI solutions for real business problems.
• You’ll own the full research projects end‑to‑end from understanding business requirements to design, implementation, experimentation, and reporting.
• You’ll discuss ideas with the research team regularly and provide peer review for your colleagues’ work.
• You’ll keep up with the NLP and ML fields and literature and introduce new concepts discovered as potential solutions to our business problems.
• You’ll work closely with AI engineers, helping them implement your designs into our production system.
• You’ll use suitable tools and technologies for rapid implementation and quick hypothesis testing while keeping production implementation in mind.
• You’ll collaborate with Product managers and other non‑technical stakeholders to discover product roadmap.

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc.
• Proven record of Machine Learning or NLP research, ideally in industry.
• Knowledge of building deep learning neural network architectures, ideally with a focus on NLP.
• Ability to implement ideas from research literature into proof‑of‑concept models.
• Practical approach for researching machine learning solutions to business problems.
• Huge bonus if you have experience with LLMs, Prompt Engineering, and AI Agent Context Management.
• Ideally have experience with conversational AI and voice technologies including text‑to‑speech (TTS) and speech‑to‑speech (STS).
• A positive, pro‑active team player who is passionate about their craft, eager to contribute to product discussions, and cares about helping the team deliver.
• Great communication skills and fluency in English.

• Alignment of your work with the overall product roadmap and strategic goals.
• Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders.
• Discovery and ideation – ability to identify new opportunities within the product area and champion these ideas.

We want to be transparent about what you can expect from our interview process:

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 100,000 paid customer accounts across 150+ countries use Zendesk products. Zendesk is headquartered in San Francisco and has operations worldwide.

Zendesk is an equal‑opportunity employer and is committed to fostering diversity and inclusion. All applicants are considered without regard to race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by law.

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