About this role
Senior Machine Learning Scientist
remote type Fully Flexible
locations Remote, Portugal Krakow, Poland Remote, Poland Lisbon, Portugal
time type Full time
posted on Posted Yesterday
job requisition id R35223
Job Description Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.
Our team is responsible for helping Customer Experience teams to achieve their best, by intelligently solving repetitive work, so they can shift their focus to solving more sophisticated problems. 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 a Senior Machine Learning Scientist, you will drive development, evaluation, and deployment of novel ML/AI models to power intelligent automation and customer service solutions at scale. You will collaborate closely with engineers, product managers, and cross-functional teams to translate research into solutions directly impacting millions of support interactions.
What you get to do every day:
- Research, prototype, and develop state-of-the-art NLP/ML models for use cases such as intent detection, auto-assist, chatbots and intelligent agent routing.
- Design and execute rigorous experiments and evaluations (offline/online, A/B) to improve model accuracy and robustness.
- Work closely with ML Engineers to productionize ML solutions—including data pipelines, scalable model serving, and monitoring.
- Analyze large, multi-lingual customer interaction datasets to uncover insights and power new solutions.
- Participate in technical reviews and share knowledge of underlying ML methodologies and best practices.
- Present your work to a multi-disciplinary, global audience.
- Stay up to date with recent literature in Machine Learning and Natural Language Processing (NLP) and share knowledge internally.
- Champion initiatives to improve the quality and robustness of Zendesk AI capabilities.
- Mentor junior scientists and help grow the ML research culture.
Key challenges / use cases:
- How do we enrich customer service conversations with accurate language detection, intent recognition, and real-time sentiment analysis, to enable proactive customer engagement and optimal routing?
- How can we automate all customer service interactions as much as possible, from process automation to agent assistance and chatbots with a knowledge base?
- How do we optimize routing at scale—matching tickets or chats to the most appropriate agent/team in real-time across multiple languages and regions?
- How do we automate large-scale A/B testing and model ev