Overview The Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that is goal-oriented, dynamic, and truly conversational. Gen3 leverages a multi-agent architecture and advanced language models to provide personalized and engaging user experiences, handling complex tasks and off-script inquiries in real time. We are hiring a Senior Machine Learning Scientist for the AI Agent product at Zendesk. You will own a designated product area and help revolutionize how customers experience our products. This role offers the opportunity to bridge cutting-edge ML research and real-world impact, shape the product roadmap, discover innovative ML applications, and collaborate with a cross-functional team. Key Responsibilities Design and test novel AI solutions for real business problems Own full research projects end-to-end from understanding business requirements to design, implementation, experimentation, and reporting Present ideas within the research team and provide peer reviews Stay current with NLP and ML literature and introduce new concepts as potential solutions Collaborate with AI engineers to implement designs into production systems Use appropriate tools for rapid implementation and hypothesis testing, with future production in mind Collaborate with Product managers and non-technical stakeholders to discover the product roadmap Who You Are Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, or related field Proven ML or NLP research track record, ideally in industry Knowledge of building deep learning architectures with a focus on NLP Ability to implement ideas from research literature into proof-of-concept models Practical approach to researching ML solutions to business problems Significant experience with LLMs and Prompt Engineering Bonus: experience with AI Agent Context Management Experience with conversational AI and voice technologies, including TTS and STS Proactive, collaborative team player with strong communication in English How we measure success Alignment of work with the product roadmap and strategic goals Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders Discovery and ideation: ability to identify opportunities, prioritize, and champion ideas The Interview Process Initial Call with Talent Team – 15 mins Interview with a 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 mins About Zendesk Zendesk builds software for better customer relationships. Our products empower organizations to engage customers, move quickly, and scale with growth. We operate globally and support a diverse and inclusive workplace. #J-18808-Ljbffr