Senior Machine Learning Engineer

Overview

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.

The AI / ML Platform team is at the forefront of this mission. We build the foundation that powers every AI-driven experience at Zendesk, enabling product teams to build, evaluate, and deploy state-of-the-art Large Language Model (LLM) applications reliably and at scale.

We're looking for a Senior ML Engineer to lead the next wave of GenAI infrastructure at Zendesk. This includes our internal research platform, LLM Proxy, A / B Testing & Evaluation benchmarking, agentic workflow orchestration tools. You’ll empower Zendesk’s ML / AI teams by building secure, cost-optimized, and developer-friendly ML platforms that scale across use cases and products.

You’ll work closely with Staff Engineers, Tech Leads, Product Managers, and other ML teams to deliver robust, production-grade systems that accelerate the impact of AI across Zendesk.

What you get to do every day

• Help build benchmarking frameworks for LLMs, including A / B, Offline Evals testing capabilities to assess quality, latency, and cost trade-offs.
• Contribute to the design and implementation of Zendesk’s LLM Proxy to enable safe, observable, and cost-optimized access to multiple foundation models.
• Partner with applied ML, product, and platform teams to ensure GenAI infrastructure meets the needs of diverse product use cases.
• Implement best practices for monitoring, observability, rate-limiting, and cost attribution for LLM services.
• Establish strong engineering practices around observability, reliability, security, and cost monitoring.
• Work on orchestration tooling to enable multi-step, tool-using AI agents that integrate with Zendesk’s products

What you bring to the role

Preferred Qualifications

What our tech stack looks like

What we offer

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 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 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.

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