Job Description

Job Summary

Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 145,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our team is responsible for building cutting edge AI Agents, with main ownership on the generative bot engine (settings and flow execution). We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we're passionate about empowering our customers.

As an Engineer on our team, you’ll be responsible for developing products in collaboration with our Engineers, ML Scientists and ML Engineers, and delivering high-quality ML and AI products to our customers, at a scale that most companies only dream of.

What you’ll be doing

• Delivering AI-powered capabilities to our customers at Zendesk scale

• Working closely with Product, Management, DS and ML Engineers to define the scope of features and implementation approach.

• Automating the deployment pipelines for crucial AI-powered services and products

• Actively collaborating in evolving the workflow and processes together with the members of the team.

• Supporting our deployed services to ensure a high level of stability and reliability.

• Mentoring junior team members, as well as pairing with more experienced colleagues and learning from each other.

What you bring to the role

Basic Qualifications:

• Experience with provisioning and deploying services with a cloud provider (GCP, AWS, Azure).

• Good proficiency in any server-side programming language and the testing frameworks (Java, Scala, Ruby, GoLang).

• Good proficiency in any web programming language and the testing frameworks (Typescript, React, NodeJS).

• Good proficiency in understanding and querying data (SQL) 

• Sound understanding of architecture and software design patterns for server-side and web domains.

• Experience building and deploying Machine Learning powered solutions

• Fundamental understanding of Machine Learning development approach for supervised and/or unsupervised learning algorithms.

• Collaborative and growth mindset along with the desire to continue your ongoing learning and development.

Preferred Qualifications:

• Experience managing and deploying cloud services in AWS

• 2+ years of work experience in DS/ML-powered software development

• 4+ years developing web applications ideally with React or Typescript

• 4+ years developing server-side applications ideally in NodeJS, Ruby, Python or Scala

• Experience with Machine Learning pipeline automation tools

Tech Stack

• Web pipeline: React, NodeJS, Ruby, Scala

• ML pipeline: Metaflow, AWS SageMaker, AWS Batch

• ML models: PyTorch, TensorFlow, MLFlow

• Storage: RDS MySQL, Redis, S3, ElasticSearch, Aurora

• Streams and queues: Kafka,

• Service deployment: Kubernetes, Spinnaker

• Logging and monitoring: Datadog, Sentry

Where We Work:

We're rapidly growing our teams in Lisbon, Portugal, and Krakow, Poland. We have exciting next-generation ML-powered products that are already in use by customers in the banking and finance area, online and offline retailers, and even national postal services. You will work with a driven team, passionate about delivering the right experience to end-users using sophisticated and pioneering ML technology.

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