Senior Machine Learning Scientist

<h2>Job Description</h2><p></p><p><span>The </span>Agentic Tribe <span>is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it's 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.</span></p><p></p><p><span>We are delighted to be hiring a Senior Machine Learning Scientist 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.</span></p><p></p><h2>Key responsibilities:</h2><ul><li><p><span>You'll be part of a team responsible for designing and testing novel AI solutions for real business problems</span></p></li><li><p><span>You'll own the full research projects end-to-end from understanding business requirements to design, implementation, experimentation and reporting</span></p></li><li><p><span>You'll discuss your and others ideas in the research team regularly and provide peer review for your colleagues work</span></p></li><li><p><span>You'll keep up with the NLP and ML fields and literature and introduce new concepts discovered as potential solutions to our business problems</span></p></li><li><p><span>You'll work closely with AIengineers helping them implement your designs into our production system</span></p></li><li><p><span>You'll use suitable tools and technologies for rapid implementation and quickly testing your hypotheses while keeping in mind the requirements of future production implementation</span></p></li><li><p><span>You’ll collaborate with Product managers and other non technical stakeholders to discover product roadmap.</span></p></li></ul><h3></h3><p></p><h2>Who you are:</h2><ul><li><p><span>Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc.</span></p></li><li><p><span>Proven record of Machine Learning or NLP research, ideally in industry.</span></p></li><li><p><span>Knowledge of building deep learning neural network architectures, ideally with focus on NLP.</span></p></li><li><p><span>Ability to implement ideas from research literature into proof-of-concept models.</span></p></li><li><p><span>Practical approach for researching machine learning solutions to business problems.</span></p></li><li><p><span>You have significant experience with LLMs, Prompt Engineering</span></p></li><li><p><span>Huge bonus if you have experience with AI Agent Context Management.</span></p></li><li><p><span>Ideally have experience with conversational AI and voice technologies, including text-to-speech (TTS) and speech-to-speech (STS).</span></p></li><li><p><span>A positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions and cares about helping the team deliver.</span></p></li><li><p><span>Great communication skill and fluency in English.</span></p></li></ul><p></p><h2>How do we measure success in this role?</h2><ul><li><p><span>How well your work aligns with the overall product roadmap and strategic goals.</span></p></li><li><p><span>Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders</span></p></li><li><p><span>Discovery and Ideation </span>- <span>ability to identify new opportunities within the product area, as well as their ability to prioritize and champion these ideas.</span></p></li></ul><p><br/> </p><h2>The Interview Process:</h2><p><span>We are excited to learn more about you, so we want to be transparent about what you can expect from our interview process:</span><br/><br/><span>1. Initial Call with Talent Team - 15 mins</span></p><p><span>2. Interview with one member of the Hiring Team - 45 minutes</span></p><p><span>3. Take-home technical/research challenge</span></p><p><span>4. A technical interview with two of our scientists to talk more in-depth about your technical experience and answer any questions you might have - 1 hour</span></p><p><span>5. Final interview with 2 of the following: CTO or Engineering Manager/Director - 45 minutes</span></p><p></p><p></p><p><b><b>About Zendesk</b></b></p><p>Zendesk<span> builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. </span>Zendesk<span> products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and s