Senior Machine Learning Engineer

Job Description

Senior ML Engineer - AI Agents

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.

We’re looking for a Senior ML engineer to join our team and play a key role in levelling up the RAG platform powering Zendesk!

What you’ll be doing

Delivering AI-powered capabilities to our customers at Zendesk scale using the latest in LLM technology

Working closely with Product Management, ML Scientists and other ML Engineers to define feature scope and implementation strategies

Mentoring junior team members, as well as pairing with more experienced colleagues to foster mutual learning

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

Contributing to discussions regarding technical design and best practices

Writing clean and maintainable code to meet the team’s delivery commitments

Here some of the challenges you will be working on :

How do we best expand our RAG platform to handle new use cases?

How do we optimize our system for both speed and cost-efficiency?

How do we incorporate multiple sources of context to improve the accuracy of our generated answers?

How do we make the best use of rapidly evolving LLM technologies?

And many more!

What you bring to the role

Basic Qualifications

4+ years developing machine learning systems in Python

Solid understanding of architecture and software design patterns for server-side applications

Experience with managing and deploying cloud services with a cloud provider (AWS, GCP, Azure)

Experience building scalable and stable software applications

Collaborative and growth mindset, with a commitment to ongoing learning and development

Self-managed and agile, with the ability to problem-solve independently

Excellent communication skills, both written and verbal

Preferred Qualifications

Experience with using LLMs at scale

Experience in designing and implementing RAG systems

Experience with managing and deploying cloud services with AWS

Proven experience making data-driven engineering decisions; formulating hypotheses, conducting experiments, and analyzing results.

What our tech stack looks like

Our code is largely written in Python, with some parts in Ruby

Our platform is built on AWS

Data is stored in RDS MySQL, Redis, S3, ElasticSearch, Kafka, and Athena

Services are deployed to Kubernetes using Docker, with Kafka for stream processing

Infrastructure health is monitored using Datadog and Sentry

What we offer

Team of passionate people who love what they do!

Exciting opportunity to work with LLMs and RAG (retrieval augmented generation), rapidly evolving fields in AI

Ownership of the product features at scale, making a significant impact for millions of customers

Opportunity to learn and grow!

Possibility to specialise in areas such as security, performance, and reliability

• and everything you need to be effective and maintain work-life balance

Flexible working hours

Professional development funds

Comfortable office and a remote-friendly environment

LI-AO1

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.