Job Description

Join our team at Zendesk QA (formerly Klaus) to develop cutting-edge AI solutions for customer service! We are seeking forward-thinking experts who are looking to build AI-driven features that reshape Customer Experience teams achieve their best by intelligently solving repetitive work so they can shift their focus to solving more sophisticated problems. Your expertise can help us change the game in how companies manage and improve their customer service operations. You will be embedded in a multi-functional team, closely collaborating with scientists, engineers and product managers. The ideal candidate will have a proven track record of driving innovation and delivering scalable ML solutions that solve real customer's problems in intelligent ways.

Our quickly expanding, international team has embraced the innovative mindset from day one. We are looking to expand our ML team and seeking candidates for a hybrid role based in Estonia.

Our Stack 

• Python

• GCP with plans to move to AWS

• Google AI Platform, Apache Beam, Apache Flink and Airflow

• Pandas, spaCy, TensorFlow, PyTorch, etc.

• LLMs - OpenAI, PaLM2, Llama

• PostgreSQL, MySQL, Google Cloud Spanner, BigQuery, Google Cloud Pub/Sub, REST, microservices

• Google Looker Studio/Grafana, Datadog

• Google Kubernetes Engine, Cloud Run, Github Actions

What you’ll be doing

• Design, develop, and implement machine learning models and algorithms to create innovative AI features

• Propose and prototype new features that make the most of generative models and solve customer problems in a novel way

• Stay up-to-date with the latest advancements in machine learning and AI technologies, and apply best practices to enhance existing systems

• Collaborate with ML engineers, engineering and work closely with product and UX teams to make innovation a reality

• Solve meaningful and challenging problems with recent ML techniques including information retrieval, prompt engineering and LLMs

• Champion initiatives to improve the quality and robustness of Zendesk AI capabilities

• Mentor junior colleagues and set a high standard for building ML powered applications at Zendesk

What you bring to the role

• Proficient in programming skills in python and good code hygiene

• Solid understanding of statistical analysis, data mining, and predictive modeling techniques

• Experience with building features that utilise supervised or unsupervised ML and statistical models. Experience with building features that utilise LLM-s is a plus

• Solid track record of building models that are live in production

• Great written and verbal communication skills, with experience conveying technical concepts to a diverse, sometimes nontechnical audience

• Strong independence and excellent planning and time management skills to ensure dedicated focus time for deep work, minimizing distractions 

It's a plus

• If you have MSc degree in computer science, mathematics, physics, or a related analytical or technical field, or a PhD

What we offer

• Autonomy, trust and research freedom to find interesting problems to solve 

• Take charge of the product features you develop—your ideas will have a direct impact!

• Excellent data engineering infrastructure - research close to production and data availability

• Ability to play with the newest technologies and support to rally teammates and bring innovative solutions to life

• A team of dedicated professionals, with a significant portion holding PhDs. We have a collaborative environment built on trust and the open sharing of both challenges and achievements. We believe that having fun is an essential part of our success.

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

• Flexible working hours

• Professional development funds

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 brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.