Zendesk, Inc.
Senior Machine Learning ScientistSkip to main contentThis website uses cookies to improve your web experience. By using the site, you agree to the use of cookies. Privacy Policy Machine Learning Scientist page is loaded Senior Machine Learning ScientistApplyremote type: Fully Flexiblelocations: Remote, United Kingdom: Remote, Ireland: Remote, Denmark: Remote, Germany: Remote, Polandtime type: Full timeposted on: Posted 30+ Days Agojob requisition id: R31872 Job DescriptionThe Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it's a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease.We are delighted to be hiring a Senior Machine Learning Scientist for the AI Agent product at Zendesk. You will own a designated product area and revolutionize how our customers experience our products. This is an exciting opportunity to bridge the gap between cutting-edge ML research and real-world impact. You'll have the freedom to shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team. Key responsibilities: You'll be part of a team responsible for designing and testing novel AI solutions for real business problems You'll own the full research projects end-to-end from understanding business requirements to design, implementation, experimentation and reporting You'll discuss your and others ideas in the research team regularly and provide peer review for your colleagues work You'll keep up with the NLP and ML fields and literature and introduce new concepts discovered as potential solutions to our business problems You'll work closely with machine learning engineers helping them implement your designs into our production system You'll use suitable tools and technologies for rapid implementation and quickly testing your hypotheses while keeping in mind the requirements of future production implementation You'll collaborate with Product managers and other non technical stakeholders to discover product roadmap. Who you are: Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc. Proven record of Machine Learning or NLP research, ideally in industry. Knowledge of building deep learning neural network architectures, ideally with focus on NLP. Ability to implement ideas from research literature into proof-of-concept models. Practical approach for researching machine learning solutions to business problems. Huge bonus if you have experience with conversational AI. A positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions and cares about helping the team deliver. Great communication skill and fluency in English. How do we measure success in this role? How well your work aligns with the overall product roadmap and strategic goals. Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders Discovery and Ideation - ability to identify new opportunities within the product area, as well as their ability to prioritize and champion these ideas. About ZendeskZendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.: 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 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.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.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 with your specific accommodation request.
Senior Machine Learning ScientistSkip to main contentThis website uses cookies to improve your web experience. By using the site, you agree to the use of cookies. Privacy Policy Machine Learning Scientist page is loaded Senior Machine Learning ScientistApplyremote type: Fully Flexiblelocations: Remote, United Kingdom: Remote, Ireland: Remote, Denmark: Remote, Germany: Remote, Polandtime type: Full timeposted on: Posted 30+ Days Agojob requisition id: R31872 Job DescriptionThe Agentic Tribe is revolutionizing the chatbot and voice assistance landscape with Gen3, a cutting-edge AI Agent system that's pushing the boundaries of conversational AI. Gen3 is not your typical chatbot; it's a goal-oriented, dynamic, and truly conversational system capable of reasoning, planning, and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, Gen3 delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and "off-script" inquiries with ease.We are delighted to be hiring a Senior Machine Learning Scientist for the AI Agent product at Zendesk. You will own a designated product area and revolutionize how our customers experience our products. This is an exciting opportunity to bridge the gap between cutting-edge ML research and real-world impact. You'll have the freedom to shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team. Key responsibilities: You'll be part of a team responsible for designing and testing novel AI solutions for real business problems You'll own the full research projects end-to-end from understanding business requirements to design, implementation, experimentation and reporting You'll discuss your and others ideas in the research team regularly and provide peer review for your colleagues work You'll keep up with the NLP and ML fields and literature and introduce new concepts discovered as potential solutions to our business problems You'll work closely with machine learning engineers helping them implement your designs into our production system You'll use suitable tools and technologies for rapid implementation and quickly testing your hypotheses while keeping in mind the requirements of future production implementation You'll collaborate with Product managers and other non technical stakeholders to discover product roadmap. Who you are: Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc. Proven record of Machine Learning or NLP research, ideally in industry. Knowledge of building deep learning neural network architectures, ideally with focus on NLP. Ability to implement ideas from research literature into proof-of-concept models. Practical approach for researching machine learning solutions to business problems. Huge bonus if you have experience with conversational AI. A positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions and cares about helping the team deliver. Great communication skill and fluency in English. How do we measure success in this role? How well your work aligns with the overall product roadmap and strategic goals. Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders Discovery and Ideation - ability to identify new opportunities within the product area, as well as their ability to prioritize and champion these ideas. About ZendeskZendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.: 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 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.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.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 with your specific accommodation request.
Zendesk, Inc.
Principal Value Architect page is loaded Principal Value Architectremote type: Fully Flexiblelocations: Remote, United Kingdom: Remote, Ireland: Remote, Spain: Remote, Netherlandstime type: Full timeposted on: Posted Todayjob requisition id: R34722 Job DescriptionZendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Value Architect. The Value Architect is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and hand in glove coaching of customers for wider communication of Value in their organisation, C-Suite alignment, playback and detailed defensible Value Architecture.A Value Architect at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C Value Cases, influences ARR, works in close partnership with sales, customer success, solutions consulting and enablement teams in a fast-paced, high-growth, rapidly changing environment and is a key catalyst in closing deals.We're looking for an experienced team player, innovative, and engaging. You should be well versed in customer support and contact centres, knowledgeable in the technology that supports contact centres, and comfortable helping other CX professionals set and achieve their various strategies,The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer.Responsibilities: Lead contact centre Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders. Develop compelling recommendations and present them back to customer executive stakeholders Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups. Deep understanding of, and passion for, the customer lifecycle and managing the customer experience Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges. Help customers/prospects develop integrated, omnichannel customer engagement strategies Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy Collaborate with the Success organisation to recommend additional technology capabilities that will continue to drive value for our customers Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results Provide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate. Leverage market/industry data to develop compelling content themes/topics for customer presentations Content creation and thought leadership content and deliver business enablement. Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.) Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trendsRequirements: 15+ years of operational experience in customer support or contact centre roles, with at least half at senior/ senior management/ senior consultant level 5+ years of contact centre value consulting experience, ideally in the context of helping customer support organisations achieve their strategic objectives through the use of technology Strong knowledge of the technology and tools that support contact centres Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders Deep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse, calculate and identify key challenges and value opportunities from the data. Experience performing detailed data analysis. Experienced in analytics within G-sheets or similar Experience addressing rapid growth and scale with a customer support organisation Experience with customer service departments of varying sizes Excellent written and verbal communication and presentation skills Expert understanding of customer support and contact centre financial concepts Desirable extra language skills: French, Spanish, German, ItalianZendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organisations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at .Individuals seeking employment at Zendesk are considered without regard to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. 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.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.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster 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 .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 with your specific accommodation request.
Principal Value Architect page is loaded Principal Value Architectremote type: Fully Flexiblelocations: Remote, United Kingdom: Remote, Ireland: Remote, Spain: Remote, Netherlandstime type: Full timeposted on: Posted Todayjob requisition id: R34722 Job DescriptionZendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Value Architect. The Value Architect is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and hand in glove coaching of customers for wider communication of Value in their organisation, C-Suite alignment, playback and detailed defensible Value Architecture.A Value Architect at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C Value Cases, influences ARR, works in close partnership with sales, customer success, solutions consulting and enablement teams in a fast-paced, high-growth, rapidly changing environment and is a key catalyst in closing deals.We're looking for an experienced team player, innovative, and engaging. You should be well versed in customer support and contact centres, knowledgeable in the technology that supports contact centres, and comfortable helping other CX professionals set and achieve their various strategies,The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer.Responsibilities: Lead contact centre Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders. Develop compelling recommendations and present them back to customer executive stakeholders Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups. Deep understanding of, and passion for, the customer lifecycle and managing the customer experience Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges. Help customers/prospects develop integrated, omnichannel customer engagement strategies Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy Collaborate with the Success organisation to recommend additional technology capabilities that will continue to drive value for our customers Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results Provide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate. Leverage market/industry data to develop compelling content themes/topics for customer presentations Content creation and thought leadership content and deliver business enablement. Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.) Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trendsRequirements: 15+ years of operational experience in customer support or contact centre roles, with at least half at senior/ senior management/ senior consultant level 5+ years of contact centre value consulting experience, ideally in the context of helping customer support organisations achieve their strategic objectives through the use of technology Strong knowledge of the technology and tools that support contact centres Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders Deep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse, calculate and identify key challenges and value opportunities from the data. Experience performing detailed data analysis. Experienced in analytics within G-sheets or similar Experience addressing rapid growth and scale with a customer support organisation Experience with customer service departments of varying sizes Excellent written and verbal communication and presentation skills Expert understanding of customer support and contact centre financial concepts Desirable extra language skills: French, Spanish, German, ItalianZendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organisations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at .Individuals seeking employment at Zendesk are considered without regard to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. 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.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.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster 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 .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 with your specific accommodation request.